Part-Time Customer Advisor (Santa Rosa)

Deaf, Inc.; Santa Rosa (CA); On-site; USD 27,552 - 34,440; Part time

Job summary

Deaf, Inc. is seeking a part-time support role in Santa Rosa, California to assist disabled residents with telecommunication needs. Responsibilities include providing troubleshooting, training, and maintaining service records to ensure compliance with program requirements.

The role demands excellent communication skills and familiarity with specialized telecommunication equipment.

A minimum high school diploma and prior customer service experience are required.

Qualifications

• Knowledge of accessible telecommunication equipment like TTY and amplified phones.
• Customer service background with 6-12 months of experience.
• Ability to engage with diverse populations.

Responsibilities

• Assist customers in selecting telecommunication equipment.
• Provide technical support for usage problems.
• Maintain service records for program compliance.
• Coordinate resolutions of customer complaints.

Skills

Familiarity with telecommunication access options

Excellent oral, visual, and written communication skills

Superior multi-tasking and organizational skills

Consumer-relations skills

Education

High School diploma or equivalent

Tools

MS Office

Job description

Description

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 Rely Services, and speech-generating devices to eligible deaf and disabled Californians.

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

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
• 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