ADA Customer Agent (Contact Center) - Remote
About The Position
Premier NX is seeking an ADA Customer Agent for their Contact Center. This role is responsible for ensuring people with disabilities receive equal access to services, communication, and accommodations in accordance with the Americans with Disabilities Act (ADA). The agent will assist customers, clients, or members of the public who require accessibility accommodations, ensuring requests are handled respectfully, efficiently, and in compliance with ADA guidelines and company policies. Premier NX provides Customer Experience Solutions for prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods, and beauty care companies, focusing on making a positive impact on consumers' lives.
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, and 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
Benefits
- Competitive compensation and benefits
- Professional growth and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
