Part- Time Customer Advisor (Claremont)

CSD; Claremont (CA); On-site; USD 18,000 - 21,000; Part time

Job summary

CSD in California seeks a part-time support specialist to assist Deaf and disabled residents with accessible telecommunications equipment and services under the DDTP.

You will educate customers, troubleshoot devices, log interactions, and coordinate with providers and field advisors while maintaining privacy and compliance.

Qualifications

• A minimum of High School diploma or equivalent.
• 6 – 12 months of previous customer service experience.

Responsibilities

• Assist disabled residents with selecting accessible telecommunications equipment and services.
• Provide education and training on available services.
• Troubleshoot equipment malfunctions and usage issues.
• Maintain program database logs to comply with contract requirements.
• Coordinate with providers to resolve customer complaints.
• Schedule field visits with Field Advisors as appropriate.
• Document customer interactions accurately in program records.
• Make outbound calls as needed.
• Adhere to privacy policy and information security protocols.
• Perform other duties as assigned.

Skills

Communication

Multitasking

Time management

Record-keeping

Customer relations

Education

High School diploma or equivalent

Tools

MS Office

Database knowledge

Job description

Overview

Supports the California Field Operations Coordinator for the 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 Relay 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.
• 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.

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.