Customer Service Representative | Application

Job Summary: Responsible for providing quality customer service/technical support to individuals using or interested in the CapTel captioned telephone products and services.

Essential Functions: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide direct service support to customers verbally and in writing on a daily basis via email, mail, and phone by answering questions that may arise regarding the CapTel products and captioning service.
• Provide education, troubleshooting, and any necessary follow-up to customers regarding questions received and report findings to appropriate staff.
• Provide technical assistance to help with remote set-up of CapTel technology with equipment used in home or office networking environments such as modems, routers, switches, wireless equipment, and power-line network adapters.
• Document all contacts from customers in the Customer Service database, and other established reporting formats creating customer case documentation. Collaborate on case management with the appropriate management personnel.
• Document patterns and trends identified during troubleshooting and bring this detail to an administrative team member’s attention.
• Provide input on the development of customer support materials that aid in orientation and continued use of CapTel products and services.
• Conduct follow-ups with customer contacts to gauge customer satisfaction and confirm resolution.

Supervisory Responsibilities: No direct reports.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Requirements: The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• High School Diploma/GED Equivalent required; secondary education desired. Study in Communications, Technology, Sociology, Social Work, English/Literature, hearing loss, and similar people-helping fields is helpful, but not required.
• Strong technical aptitude and comfort with consumer technology is required. Candidates should be comfortable using, setting up, and troubleshooting computers, routers, modems, Wi-Fi networks, and similar technology.
• Strong oral and written skills to communicate with customers via mail/email, Live Chat, and phone by voice/CapTel. While the majority of customer contacts are by phone, there is a significant amount of writing involved for case entry and correspondence with customers.
• Ability to learn, troubleshoot, and explain CapTel technology to customers. Strong problem-solving skills and a willingness to learn new technology are required.
• Ability to work with varying individuals objectively with a calm, relaxed demeanor, and make judgement calls and decisions on-the-spot.
• Good typing skills and working knowledge of Office 365 tools are required.
• Ability to multi-task and handle multiple ongoing projects at the same time in a fast-paced work environment.
• Ability to work independently, manage ongoing customer cases, and follow through on assigned responsibilities in a timely manner.

• Strong attention to detail and the ability to accurately document customer interactions and case activity while providing support.

• Desire to assist individuals with hearing loss or other disabilities and the technology they use.
• This position is performed remotely. Employees must maintain a private, distraction-free workspace and a reliable high-speed internet connection that supports the duties of the position.

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to sit, hear and talk; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work Environment: This position is performed remotely using company-provided computer equipment, telephone systems, and other business technology. Employees are expected to maintain a workspace that supports the performance of job duties and protects the confidentiality of customer information.

General Sign-Off: The employee is expected to adhere to all company policies and to act as a role model in the adherence of company policies.