Customer Advisor (Santa Rosa)

Communication Service for the Deaf (CSD); Santa Rosa (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Communication Service for the Deaf (CSD) in California seeks a Customer Support Specialist to assist Deaf and hard-of-hearing residents with accessible telecommunication equipment and services under the DDTP program.

You will educate customers, troubleshoot equipment, log interactions, and coordinate with field staff, while upholding privacy and state contract requirements in a fast-paced team setting.

Qualifications

• High School diploma or equivalent required.
• 6–12 months of customer service experience.
• Excellent written and verbal communication skills.

Responsibilities

• Assist disabled residents with accessible telecommunications equipment.
• Provide education and training on available services.
• Troubleshoot and support equipment usage.
• Maintain service records and ensure compliance with program requirements.
• Coordinate with providers to resolve complaints.
• Document customer interactions accurately.
• Perform outbound calls as needed.
• Maintain professionalism with customers, peers, and management.

Skills

Communication skills

Customer service

Cultural sensitivity

Multitasking

Record-keeping

Confidentiality

Education

High School diploma or equivalent

Tools

MS Office

Database knowledge

Job description

Description

Supports the California Field Operations Coordinator for the Deaf and Disabled Telecommunications Program (DDTP) by assisting disabled California residents who have difficulty using a standard telephone. The DDTP offers specialized telephone equipment, Traditional Rely Services, and speech-generating devices to eligible deaf and disabled Californians.

Requirements

• Works with recipients toward the familiarity and selection of accessible telecommunication equipment, including specialized equipment orders, and telecommunications options.
• Assists customers with education and/or training regarding available services
• Provides troubleshooting and technical support for equipment malfunctions and/or usage problems
• Maintains the program database logging service records to comply with programmatic administration and reporting requirements
• Coordinates with providers to resolve customer complaints
• Works closely with Field Advisors to request and schedule field visits as appropriate
• Provides complete and accurate notes on all customer interactions, ensuring the accuracy of program files and processes in accordance with state contract requirements
• Places outbound calls as needed
• Maintains compliance with all company, contractual, and state policies and standards
• Maintains professionalism with customers, peers, and management
• Acknowledge and adhere to all DDTP Privacy Policy and Information Security protocols
• Other job duties as assigned

Competencies

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Familiarity with, or ability to learn telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, cell phone amplifiers, iDevices, phone features for visual or speech impairments), and know how to fit individuals with the necessary equipment
• Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population
• Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations
• Favorable consumer-relations skills and personality patterns for representing CSD, DDTP, and CPUC well within the deaf/hard of hearing community, elderly population, service providers, and vendors
• Excellent oral, visual, and written communication skills
• Superior multi-tasking, organizational, record-keeping and time-management skills
• Computer knowledge of database work and MS Office operations
• Highest regard for confidentiality

Qualifications

• A minimum of High School diploma or equivalent
• 6 – 12 months of previous customer service experience

Work Environment / Physical Requirements

This position utilizes a computer and standard office equipment, regularly working in indoor conditions and on a computer for long periods of time. While performing the duties of this job, the employee is regularly required to interact collaboratively with the team and Contact Center Leadership. The employee may be required to lift and/or move up to 20 pounds occasionally.