ADA Customer Agent (Contact Center)

Premier NX•Florida, FL

2d•Remote

About The Position

Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career. Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Service Representative, you will contribute to Premier NX's success by meeting our client's service levels. Come join us! Why Work with Us: We are a place for people who love to help people. We provide customer service to some of the nation's most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer's life, at every single opportunity. We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values. An ADA Customer Agent is a customer service professional who helps ensure that people with disabilities receive equal access to services, communication, and accommodations in accordance with the Americans with Disabilities Act (ADA). The ADA Customer Agent assists customers, clients, or members of the public who require accessibility accommodations. The role ensures requests are handled respectfully, efficiently, and in compliance with ADA guidelines and company policies.

Requirements

Customer service or call center experience
Strong communication and active listening skills
Ability to handle sensitive situations with empathy and professionalism
Basic knowledge of ADA principles or willingness to learn
Strong documentation and data entry skills
Familiarity with CRM systems (e.g., Salesforce, Zendesk, ServiceNow)
Experience working with people with disabilities or in accessibility services
Knowledge of assistive technologies (screen readers, captioning tools, etc.)
Bilingual communication skills
Conflict resolution or de-escalation training
Empathy and patience
Attention to detail
Problem-solving
Cultural sensitivity and inclusivity
Professional communication

Responsibilities

Respond to customer inquiries related to accessibility and disability accommodations
Coordinate services such as: interpreters (ASL or language access), captioning or relay services, alternative document formats (large print, Braille, audio)
Assist customers experiencing accessibility barriers with products, services, websites, or facilities
Document ADA accommodation requests in case management systems
Escalate complex accessibility issues to ADA coordinators or compliance teams
Educate customers on available accessibility options and services
Handle complaints related to discrimination or lack of accessibility
Ensure all interactions follow ADA guidelines and company policy
Maintain confidentiality and sensitivity in all disability-related communications