ASL Customer Support Representative (Remote)

Shelby American, Inc.; Austin (TX); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an ASL Customer Support Representative to join their fully remote team. This role focuses on delivering exceptional service to residential customers through effective communication in American Sign Language. You will troubleshoot account-related issues, educate customers on billing and services, and promote additional products. The ideal candidate will possess strong problem-solving skills and a passion for customer service. Join a supportive team that values flexibility and offers opportunities for personal and professional growth in a structured remote environment.

Qualifications

• Ability to communicate efficiently in American Sign Language.
• 1-2 years of experience in a customer service role preferred.

Responsibilities

• Deliver excellent customer service in ASL via video calls.
• Troubleshoot customer issues and provide solutions.

Skills

American Sign Language

Customer Service

Problem Solving

Sales Orientation

Multi-tasking

Teamwork

Communication

Education

High School Diploma or Equivalent

Tools

Computer Systems

Job description

All Jobs > ASL Customer Support Representative (Remote)

ASL Customer Support Representative (Remote)
Fully Remote • Remote Worker - N/A

Description

In a remote environment and under close supervision, the ASL Customer Care Representative is part of a supportive customer service-oriented team that handles incoming account-related or technical support-related calls in American Sign Language (ASL) from residential customers. By actively listening to the customer and asking appropriate follow-up questions he/she responds to inbound questions, problems, troubleshoots the root cause of the problem, and identifies the action required to resolve the customer’s issue or other general and account-related services. The representative is expected to exceed the customer’s expectations by providing exceptional service and maximizing opportunities to promote, offer, and sell additional or upgraded services to customers. Work is highly structured, measured, and monitored. Schedule changes and non-traditional hours require personal flexibility.

All offers of employment for the ASL Customer Care Representative are contingent upon clear results of a thorough background check.

Essential Functions

• Works in a remote environment, delivering excellent customer service by asking questions, actively listening, building rapport, demonstrating respect, being informative, and understanding their needs, requests, or problems.
• Answers inbound customer calls in ASL by video concerning one or more of the following issues: troubleshooting, billing, or questions about products and/or services.
• Determines the root cause of customer problems and uses available tools, systems, resources, customer information, and collaboration with other departments to identify the action required and resolve the issue.
• Educates customers on billing details, as well as policies and procedures concerning prices/billing/service to facilitate the acceptance of customer payments by phone (inclusive of applicable payment assistance fees) or educates the customer on other options to make payments at no charge.
• Provides seamless customer experience through the accurate documentation of call details and new account information into the computer system and completing any necessary forms required to request action by other departments.
• Closes sales and complete service orders when the customer expresses interest in additional products, features, and services.
• Corrects work orders that may have initially been input incorrectly
• Successfully completes job-related training. Examples include but are not limited to initial training; refresher training; product, service, and customer experience updates; and any applicable cross-training.
• Stays current with new and/or updated reference material or announcements pertaining to the job and adapts customer communication to reflect any changes.
• Other duties as assigned.

Requirements

Qualifications / Requirements

• Ability to communicate efficiently in American Sign Language
• High school diploma or equivalent
• Excellent skills in creating an exceptional customer experience, applied learning, sales orientation, multi-tasking, building customer rapport, discovering customer needs, problem-solving and responding to customer needs, ability to learn and apply procedures, teamwork, communication, and strong work ethic, and ability to work effectively with teams throughout the organization
• Must be able to work in a remote, highly structured environment
• Strong computer skills and ability to navigate through multiple screens
• 1 year of experience troubleshooting basic hardware, software, or connectivity issues (preferred)
• At least 1-2 years of experience in a customer service role, not specific to only call center jobs (preferred)
• Enthusiastic and personable

Applicants with disabilities who may need a reasonable accommodation during the interview/hiring process should email [e-mail].

Communication Service for the Deaf, Inc. is an Equal Opportunity, Affirmative Action Employer and drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, disability status, age, genetic information, protected veteran status, or any other characteristic protected by law.