Call Center Representative | Communication Assistant (TX)

Communication Service for the Deaf•Lubbock, TX

1d•Remote

About The Position

CSD is hiring Call Center Representatives, also called Communication Assistants, for its Telephone Relay Service (TRS) Call Centers. The role facilitates telephone conversations between deaf, hard of hearing, or speech-impaired consumers and hearing individuals. Positions are fully remote for candidates who live and work in Texas, with full-time and part-time opportunities. The starting wage is $14 per hour. Communication Assistants use telephone/audio and relay processing equipment to accept and place calls, voicing or transcribing messages between callers as appropriate. They must accurately relay the content and emotional tone of calls without intervening, maintain TRS quality standards, and preserve consumer confidentiality. The position requires varied schedule availability based on business needs; consistent schedules are not guaranteed. Training is fully online and runs Monday through Friday for four weeks, from 9:00 AM to 3:00 PM. Attendance for all training hours is required. The upcoming training class is November 30, 2026. Work-from-home employees must meet the listed home-office and connectivity requirements.

Requirements

Must be at least 18 years old.
High school diploma or equivalent required.
Must pass an essential skills assessment administered by recruiting staff.
Must be able to type 60 words per minute with 95% accuracy to graduate training and process general English relay calls.
Excellent communication skills.
Ability to hear using audio and telephone equipment.
Ability to speak clearly, pronounce and enunciate complex words and sentence structures, and communicate verbally using voice inflection with adjustable tone and volume.
Ability to read text aloud from a computer.
Excellent typing speed and accuracy, grammar, and spelling.
Ability to learn and understand complex computer communication software, shortcuts, and command functions.
Ability to work in a fast-paced environment.
Availability for varied schedules based on business needs, including weekdays, weekends, overnights, and holidays; consistent schedules are not guaranteed.
Excellent customer service experience and a relaxed, calm demeanor.
Must live and work in Texas.
Work-from-home setup must include a private, quiet office with a closed door; a hard-wired Ethernet connection; high-speed internet of 3.0 MG download and 1.2 MG upload (satellite connections are not accepted); access to a mobile device with a camera; and access to a personal or public device/PC with a USB-C port.
Must attend all hours of the four-week online training class, scheduled Monday through Friday from 9:00 AM to 3:00 PM.

Responsibilities

Accept and place relay calls for consumers.
Deliver the highest level of quality service to consumers.
Listen to spoken words and voice or transcribe them to text on a computer.
Read aloud messages typed by device users and type the other party’s spoken messages and background sounds for device users.
Translate written ASL messages into conversational English.
Convey callers’ feelings and emotions through voice inflection.
Relay call contents as accurately as possible without intervening in the conversation.
Maintain TRS quality standards for accuracy and speed.
Report identified technical issues to appropriate staff.
Maintain strict consumer confidentiality during and after employment.

Benefits

Opportunity to work from home, subject to meeting qualifications.
Starting wage of $14 per hour.
Eligible for salary increases twice a year.
Paid time off for all employees.
Remote work stipend.
Employee Assistance Program available immediately at no employee cost.
Employee rewards for good attendance and performance.
Student loan forgiveness eligibility due to nonprofit status.
Shift differentials available for overnight shifts, Speech to Speech, and bilingual work; rates may change based on business needs and organizational policies.
Off Christmas Eve and Christmas Day.