Customer Advisor (Santa Rosa)

Deaf, Inc.; Santa Rosa (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

Deaf, Inc. is seeking a support coordinator for the Deaf and Disabled Telecommunications Program, located in Santa Rosa, California. This role involves assisting disabled residents with familiarizing themselves with specialized telecommunication equipment and providing technical support. The ideal candidate will have a High School diploma and at least 6 months of customer service experience. Responsibilities include maintaining service records and ensuring compliance with program policies. Excellent communication and organizational skills are essential for success.

Qualifications

• Must have a minimum of a High School diploma or equivalent.
• 6-12 months of previous customer service experience is required.

Responsibilities

• Assist disabled California residents with telecommunication equipment and services.
• Provide troubleshooting and technical support for equipment issues.
• Maintain service records in compliance with reporting requirements.

Skills

Customer service skills

Telecommunication knowledge

Communication skills

Organizational skills

Education

High School diploma or equivalent

Tools

MS Office

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 complaintsWorks 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

Essential Functions

• 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