Customer Advisor (Sonora)

Communication Service for the Deaf (CSD); Sonora (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Communication Service for the Deaf (CSD) in California seeks a customer-focused support specialist to assist residents with accessible telecommunications equipment and services. You will educate users, troubleshoot devices, and maintain accurate records in a state contract environment.

Responsibilities include coordinating with providers, scheduling field visits with Field Advisors, and ensuring confidentiality while delivering high-quality support to the deaf and hard-of-hearing community.

Qualifications

• Familiarity with telecommunication equipment and accessible devices (TTY, CapTel, etc.)
• Excellent oral, visual, and written communication skills
• Strong organizational, record-keeping, and time-management abilities
• Ability to learn and apply policy and privacy requirements
• Experience in customer service in a service-oriented environment
• Knowledge of local/state/national resources for the deaf community

Responsibilities

• Assist disabled California residents with equipment selection and orders
• Provide education and training on available services
• Troubleshoot equipment issues and document resolution steps
• Maintain program database logs to ensure compliance
• Coordinate with providers to resolve customer complaints
• Schedule field visits and coordinate with Field Advisors
• Document customer interactions accurately in program files
• Work with Service Center staff to schedule or host events
• Maintain confidentiality and comply with policies

Skills

Customer service

Technical support

Communication skills

Privacy & confidentiality

Multitasking

Education

High School diploma

Tools

MS Office

Database software

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.

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
• Works with Service Center staff as a team to schedule or host events
• 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

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.