Part-Time Customer Advisor (Santa Rosa)

Communication Service for the Deaf (CSD); Santa Rosa (CA); On-site; USD 20,664 - 27,552; Part time

Job summary

Communication Service for the Deaf (CSD) is seeking a part-time support role for the California Field Operations Coordinator in Santa Rosa. This position assists disabled residents with telecommunication equipment selection and training, ensuring compliance with program standards.

Ideal candidates will have customer service experience and strong communication skills to serve California’s diverse populations. Responsibilities include providing technical support and maintaining service records.

Qualifications

• Minimum of 6 – 12 months of previous customer service experience.

Responsibilities

• Assist disabled residents in selecting accessible telecommunication equipment.
• Provide troubleshooting and technical support for equipment.
• Maintain program database logging service records.
• Coordinate with providers to resolve customer complaints.

Skills

Familiarity with telecommunications access options

Consumer-relations skills

Excellent communication skills

Multi-tasking and organizational skills

Database and MS Office knowledge

Education

High School diploma or equivalent

Job description

Position 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 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.
• 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 (e.g., 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.