Customer Service Tier I - IPCTS

Sorenson Communications•Salt Lake City, UT

About The Position

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing! Full time Benefits Paid Vacation Time and Paid Sick Time and Paid Holidays 401k 6% match with immediate vesting Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) TeleDoc HSA company match 3 Medical plan options including a Low Deductible PPO Medical Plan Offering Employee Assistance Program Engaged Employee Resource Groups Outstanding Learning and Career Development Opportunities Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation. Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role This position is open to candidates residing in all states E xcept - Alaska, Arizona, California, Colorado, Hawaii, Nevada, New Mexico, New York (with the exception of Rochester), and Washington. Job Summary We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential customers on a broad range of questions. Customer Support is a telephone team where spoken English is used to communicate with customers.

Requirements

Must have a solid comprehension of and ability to use computers in an MS Windows environment.
Successfully interact with multiple computer interfaces and be able to multi-task.
Professional and courteous telephone and electronic communications presence.
Ability to write simple correspondence, and effectively present information in a one-on-one and small group situations to customers, clients, and other employees of the organization.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Good active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Must be fluent in spoken English.
High School Diploma or GED or equivalent work experience

Responsibilities

Educate customers and potential customers on CaptionCall services.
Provide a friendly and supportive customer experience via inbound/outbound calls and emails.
Work with customers to successfully complete over the phone account registrations and Assisted Installs.
Answer questions and assist interested individuals with download of the CaptionCall mobile applications.
Work with account management teams to answer general questions and assist with lead generation.
Support Trainer team with the completion of service calls and in person assisted installs.
Assist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely manner.
Assist with the review and attachment of necessary Customer verification documentation.
Assist with ad hoc projects and call campaigns in support of the project management team.
Cross train on Centralized Scheduling to support the scheduling of appointments after hours.
Manage and respond to emails submitted to the Customer Support and Marketing mailboxes.
Respond to and manage posts and direct messages that come into social media platforms including Facebook, Youtube, etc.
Respond to customers and trainers reaching out via chatbot.
Work closely with other Customer Care departments to ensure complete case resolution.
Participate in ongoing Customer Service training as provided by Management teams.
Assist with the documentation and escalation of compliments, complaints, and refund requests.
Assist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service calls.
Closely follow all team processes to ensure compliance with company policies.
Agree to and maintain strict consumer confidentiality.
Completion of other duties and projects as assigned.

Benefits

Full time
Paid Vacation Time
Paid Sick Time
Paid Holidays
401k 6% match with immediate vesting
Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
TeleDoc
HSA company match
3 Medical plan options including a Low Deductible PPO Medical Plan Offering
Employee Assistance Program
Engaged Employee Resource Groups
Outstanding Learning and Career Development Opportunities