Customer Experience Audio & Live Chat Specialist

ZP Better Together, LLC.; Austin, Northern (TX, KY); Hybrid; USD 21,000 - 34,000; Full time

Job summary

ZP Better Together, LLC in Austin, TX is seeking a Customer Experience Audio Team Member to provide inbound/outbound audio support and live chat for customers, handling product and account inquiries and assisting with registrations.

The role requires documenting interactions accurately, escalating issues when needed, and collaborating with internal teams to improve the customer experience; ASL support may be required for some cases.

Qualifications

• Strong verbal communication for audio calls and clear live chat notes.
• Excellent written English for case notes and documentation.
• Demonstrated customer service and problem-solving abilities.
• Ability to work with customers with varying account statuses and needs.
• ASL knowledge is a plus for ASL support assignments.

Responsibilities

• Handle inbound and outbound audio calls and live chat professionally and promptly.
• Assist prospective customers, applicants, current and former customers with inquiries.
• Support account registration and documentation for TRS-URD as needed.
• Prepare and review TRS-URD documents before submission to the administrator.
• Document interactions and account activity accurately in systems.
• Escalate issues and coordinate with internal teams for resolution.
• Maintain knowledge of CET products, services, and procedures; complete training.
• Support department projects and cover needs as directed by CET management.
• Provide ASL-based support when required by operational needs.

Skills

Verbal communication

Written English

Customer service

Active listening

Problem solving

ASL knowledge

Job description

ZP Better Together, LLC in Austin, TX is seeking a Customer Experience Audio Team Member to provide inbound/outbound audio support and live chat for customers, handling product and account inquiries and assisting with registrations.

The role requires documenting interactions accurately, escalating issues when needed, and collaborating with internal teams to improve the customer experience; ASL support may be required for some cases.