Call Center Representative | Communication Assistant (MN)

Communication Service for the Deaf•Moorhead, MN

7d•Remote

About The Position

CSD is the largest NPO dedicated to cultivating opportunities for Deaf success. For over forty years, we have offered a wide range of programs and services designed to educate Deaf people and the public, facilitate communication through technological solutions, and support businesses with resources to hire Deaf employees. CSD is looking for self-motivated individuals with a passion for driving communication access to fill our Call Center Representative (Communication Assistant) positions in our Telephone Relay Service (TRS) Call Centers. The deaf and hard of hearing community relies on TRS to communicate over the phone with friends and family. At CSD Call Centers, our Customer Service Representatives (Communication Assistants) facilitate phone calls between deaf or hard of hearing individuals and hearing individuals.

Requirements

18 years of age or older
A minimum of a High School Diploma or equivalent
Must be able to pass an essential skills assessment administered by recruiting staff
Ability to type at 60 words per minute and 95% accuracy to graduate training and process general (English) relay calls
Available to work varied schedules based on business needs; consistent schedules are not guaranteed.
Availability to work schedules including weekdays, weekends, overnights, and holidays
Excellent customer service experience and a relaxed/calm demeanor
Residency Requirement: Candidates for this role must live and work in Minnesota.
Private and quiet office space with a closed door
Hard-wired internet connection via ethernet cable (ethernet cable provided by CSD)
High-speed internet connection (3.0 MG download; 1.2 MG upload)
Access to a mobile device with a camera
Access to a personal or public device/PC with a USB-C port.

Nice To Haves

Excellent communication skills
Ability to hear, using audio and telephone equipment
Ability to speak clearly and pronounce and enunciate complex words and sentence structure
Ability to verbally communicate using voice inflection, adjust tone and volume
Ability to read text aloud from a computer
Excellent typing speeds and accuracy scores
Excellent grammar and spelling
Ability to learn and understand complex computer communication software, shortcuts and command functions
Ability to work in a fast-paced environment
Satellite connections are not accepted

Responsibilities

Using telephone/audio and relay processing equipment, Communication Assistants relay telephone calls between deaf, hard of hearing, or speech-impaired consumers (device users) and hearing consumers.
Accept and place relay calls for consumers
Ensure the highest level of quality service is delivered to all consumers
Hear audio and listen to spoken words, to voice or transcribe to text on a computer
Read aloud messages the device user types to the other party and type the other party’s voiced messages and background sounds to the device user
Translate written ASL messages to conversational English
Convey the caller’s feelings and emotions through voice inflection
Relay contents of the call as accurately as possible without intervening in the conversation
Maintain the TRS quality standards for accuracy and speed
Report any identified technical issues to appropriate staff
Maintain strict consumer confidentiality, during and after employment is terminated

Benefits

Opportunity to work from home
Must meet qualifications to work from home
Starting wage of $14 per hour
Hiring for full and part-time positions
Eligible for salary increases twice a year
Paid time off (for all employees)
Remote Work Stipend
Employee Assistance Program (available immediately, no employee cost)
Employee rewards for good attendance and performance
Student loan forgiveness eligibility (due to non-profit status)
Shift differentials available for overnight shifts, Speech to Speech, and Bilingual agents
No sales, no quotas, no tech support, no customer conflict de-escalation