Customer Advisor (Santa Rosa)

Communication Service for the Deaf, Inc•Santa Rosa, CA

3d•Onsite

About The Position

Supports the California Field Operations Coordinator for the Deaf and Disabled Telecommunications Program (DDTP) by assisting disabled California residents who have difficulty using a standard telephone. The DDTP offers specialized telephone equipment, Traditional Rely Services, and speech-generating devices to eligible deaf and disabled Californians.

Requirements

Familiarity with, or ability to learn telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, cell phone amplifiers, iDevices, phone features for visual or speech impairments), and know how to fit individuals with the necessary equipment
Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population
Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations
Favorable consumer-relations skills and personality patterns for representing CSD, DDTP, and CPUC well within the deaf/hard of hearing community, elderly population, service providers, and vendors
Excellent oral, visual, and written communication skills
Superior multi-tasking, organizational, record-keeping and time-management skills
Computer knowledge of database work and MS Office operations
Highest regard for confidentiality
A minimum of High School diploma or equivalent
6 – 12 months of previous customer service experience

Responsibilities

Works with recipients toward the familiarity and selection of accessible telecommunication equipment, including specialized equipment orders, and telecommunications options
Assists customers with education and/or training regarding available services
Provides troubleshooting and technical support for equipment malfunctions and/or usage problems
Maintains the program database logging service records to comply with programmatic administration and reporting requirements
Coordinates with providers to resolve customer complaints
Works closely with Field Advisors to request and schedule field visits as appropriate
Provides complete and accurate notes on all customer interactions, ensuring the accuracy of program files and processes in accordance with state contract requirements
Places outbound calls as needed
Maintains compliance with all company, contractual, and state policies and standards
Maintains professionalism with customers, peers, and management
Acknowledge and adhere to all DDTP Privacy Policy and Information Security protocols
Other job duties as assigned