Part-Time Customer Advisor (Santa Rosa)

Communication Service for the Deaf•Santa Rosa, CA

About The Position

The Customer Advisor supports the California Field Operations Coordinator for the Deaf and Disabled Telecommunications Program (DDTP), assisting disabled California residents who have difficulty using a standard telephone. DDTP offers specialized telephone equipment, Traditional Relay Services, and speech-generating devices to eligible deaf and disabled Californians. This part-time position is 15 hours per week. The Customer Advisor helps customers understand and select accessible telecommunications equipment and options, provides education and technical support, maintains service records, and coordinates with providers and Field Advisors to address customer needs. The role requires accurate documentation, compliance with program and state requirements, and adherence to privacy and information security protocols.

Requirements

High school diploma or equivalent.
6–12 months of previous customer service experience.
Familiarity with, or ability to learn, telecommunications access options and accessible equipment, including TTY, amplified phones, CapTel, alerting signalers, cell phone amplifiers, iDevices, and phone features for visual or speech impairments.
Ability to fit individuals with the equipment they need.
Familiarity with local, state, and national resources for deaf, deaf-blind, and hard-of-hearing populations.
Ability to use language, social, and cultural sensitivity when engaging with California’s diverse populations.
Strong consumer-relations skills and suitability to represent CSD, DDTP, and CPUC among the deaf and hard-of-hearing community, older adults, service providers, and vendors.
Excellent oral, visual, and written communication skills.
Strong multitasking, organizational, record-keeping, and time-management skills.
Computer knowledge, including database work and MS Office operations.
High regard for confidentiality.

Responsibilities

Help recipients become familiar with and select accessible telecommunications equipment and options, including processing specialized equipment orders.
Educate and train customers about available services.
Provide troubleshooting and technical support for equipment malfunctions and usage problems.
Maintain the program database and log service records for program administration and reporting requirements.
Coordinate with providers to resolve customer complaints.
Work with Field Advisors to request and schedule field visits as appropriate.
Document customer interactions accurately and maintain program files and processes in accordance with state contract requirements.
Place outbound calls as needed.
Comply with company, contractual, and state policies and standards.
Maintain professionalism with customers, peers, and management.
Follow DDTP Privacy Policy and Information Security protocols.
Perform other duties as assigned.