Customer Advisor (Sonora)

Communication Service for the Deaf•Sonora, CA

10d

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 Customer Advisor helps recipients become familiar with and select accessible telecommunications equipment and options. The role also provides education, training, troubleshooting, and technical support; maintains program records; coordinates with providers and Field Advisors; and ensures customer interactions and program files meet state contract requirements. The position requires professionalism, confidentiality, and compliance with company, contractual, state, privacy, and information-security policies.

Requirements

High school diploma or equivalent.
6–12 months of previous customer service experience.
Familiarity with, or ability to learn about, 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 appropriate 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.
Favorable consumer-relations skills and ability to represent CSD, DDTP, and CPUC well within the deaf and hard-of-hearing community, elderly population, and among service providers and vendors.
Excellent oral, visual, and written communication skills.
Superior multitasking, organizational, record-keeping, and time-management skills.
Computer knowledge, including database work and MS Office operations.
Highest regard for confidentiality.

Responsibilities

Help recipients become familiar with and select accessible telecommunications equipment, including arranging specialized equipment orders and discussing telecommunications options.
Educate and/or 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 when appropriate.
Record 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.