Part-Time Customer Advisor (Arcata)

CSD; Arcata (CA); On-site; USD 27,552 - 34,440; Part time

Job summary

CSD in Arcata, California is looking for a Part-Time Support Coordinator to assist disabled residents with selecting and using specialized telecommunication equipment. This role involves providing training, troubleshooting technical issues, and collaborating with service providers to ensure customer satisfaction.

The ideal candidate should have a high school diploma, experience in customer service, and familiarity with telecommunication access options. Spanish proficiency is highly preferred.

Qualifications

• Minimum of 6 to 12 months of previous customer service experience.
• Bilingual in Spanish is preferred.

Responsibilities

• Assist disabled residents with telecommunication equipment selection.
• Provides troubleshooting and technical support for usage problems.
• Maintain program database logging service records.

Skills

Familiarity with telecommunication access options

Favorable consumer-relations skills

Excellent communication skills

Organizational and time-management skills

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.

This is a Part-Time position (15 hours/week).

Responsibilities

• 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
• Acknowledges and adheres to all DDTP Privacy Policy and Information Security protocols
• Other job duties as assigned

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 for database work and MS Office operations
• Highest regard for confidentiality

Qualifications

• A minimum of a high school diploma or equivalent
• 6 – 12 months of previous customer service experience
• Bilingual: Spanish (preferred)