Part-Time Customer Advisor (Santa Rosa)
About The Position
The Part-Time 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 provides specialized telephone equipment, Traditional Relay Services, and speech-generating devices to eligible deaf and disabled Californians. The role helps customers understand and select accessible telecommunications equipment and services, provides education and technical support, maintains accurate customer records, coordinates with providers and Field Advisors, and ensures compliance with applicable company, contract, and state requirements and privacy and information-security protocols.
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 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.
- Strong consumer-relations skills and professional manner when representing CSD, DDTP, and CPUC among deaf and hard-of-hearing communities, 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 Microsoft Office operations.
- Highest regard for confidentiality.
Responsibilities
- Help recipients become familiar with and select accessible telecommunications equipment and options, including coordinating specialized equipment orders.
- Educate and train customers about available services.
- Troubleshoot and provide 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.
- 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 and information-security protocols.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Part-time
Education Level
High school or GED
