Customer Experience Audio & Live-Chat Specialist (Flexible Hours)

Purple Communications, Inc; Austin (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

ZP Better Together, LLC is seeking a Customer Experience Audio Team Member in Austin, TX to provide inbound and outbound audio support and live chat assistance. The role serves prospective customers, new-account applicants, current customers, and general inquiries by delivering accurate information, supporting registrations, documenting interactions, and routing or escalating issues per procedures.

Responsibilities include handling calls and chats, assisting with TRS-URD registration,

Qualifications

• Excellent verbal and written English communication.
• Strong listening, customer service and problem-solving skills.
• Able to adapt to customers with varying knowledge of products.
• ASL familiarity is beneficial for ASL support roles.

Responsibilities

• Perform inbound and outbound audio calls and manage live chat communications in a professional, timely, and accurate manner.
• Support prospective customers, new-account applicants, current customers, former customers, and general inquiries regarding products, services, accounts, registration, and available support.
• Assist with new and existing account registration, account updates, and required documentation for the Telecommunications Relay Services User Registration Database (TRS-URD).
• Prepare, review, validate, and redact TRS-URD documentation before submission to the appropriate administrator.
• Resolve product, service, account, or process concerns by identifying the caller's needs, providing appropriate information or next steps, and escalating when necessary.
• Accurately document caller and customer interactions, account activity, actions taken, outcomes, referrals, and other relevant information in applicable systems.
• Collaborate with Account Managers, Regional Directors, supervisors, and other internal business partners when coordination or follow-up is needed to support the customer experience.
• Maintain current knowledge of CET products, services, policies, procedures, training materials, job aids, and departmental communications; complete required training and knowledge checks within established timeframes.
• Support assigned departmental projects and other related duties as directed by CET management.
• When qualified and assigned, provide ASL-based inbound or outbound support as operational needs require.

Skills

Verbal communication

Written English

Active listening

Customer service

ASL knowledge helpful

Team collaboration

Flexible hours

Job description

ZP Better Together, LLC is seeking a Customer Experience Audio Team Member in Austin, TX to provide inbound and outbound audio support and live chat assistance. The role serves prospective customers, new-account applicants, current customers, and general inquiries by delivering accurate information, supporting registrations, documenting interactions, and routing or escalating issues per procedures.

Responsibilities include handling calls and chats, assisting with TRS-URD registration,