Customer Advisor (Sonora)

CSD; Sonora (CA); On-site; USD 36,000 - 54,000; Full time

Job summary

CSD in California seeks a Customer Support Specialist to help Deaf and Disabled residents who have difficulty using standard telephones. You will assist clients in selecting accessible telecom equipment, provide education, and troubleshoot equipment issues.

The role involves documenting interactions, coordinating with providers, scheduling field visits, and maintaining accurate records to comply with state contract requirements; outbound calls and privacy policy adherence are part of the job.

Qualifications

• High School diploma or equivalent is required.
• 1 year of customer service experience preferred.

Responsibilities

• Assist customers with selecting accessible telecommunication equipment and services.
• Provide education and training on available DDTP options.
• Troubleshoot equipment malfunctions and usage issues.
• Log complete notes and maintain accurate program files.
• Coordinate with providers to resolve complaints and schedule field visits.
• Make outbound calls as needed and ensure policy compliance.
• Maintain confidentiality and privacy as required.

Skills

Customer service

Communication skills

Time management

Multitasking

Confidentiality

Education

High School diploma or equivalent

Tools

MS Office

Job description

Description

Supports the California Field Operations Coordinator for 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

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