Customer Advisor (Sonora)
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. The role helps customers become familiar with and select accessible telecommunications equipment and service options, provides education and troubleshooting support, maintains accurate service records, coordinates with providers and Field Advisors, and follows applicable company, contractual, state, privacy, and information-security requirements.
Requirements
- High school diploma or equivalent.
- 6–12 months of previous customer service experience.
- Familiarity with accessible telecommunications options and equipment, or the ability to learn them, including TTY, amplified phones, CapTel, alerting signalers, cell phone amplifiers, iDevices, and phone features for visual or speech impairments; ability to fit individuals with necessary equipment.
- 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 a professional demeanor when representing CSD, DDTP, and CPUC with the deaf and hard-of-hearing community, elderly population, 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 Microsoft Office operations.
- Highest 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.
- Troubleshoot equipment malfunctions and usage problems and provide technical support.
- 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.
- Provide complete and accurate notes on customer interactions and maintain accurate 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
