Videophone Customer Care Agent, Tier 1 (Remote)
About The Position
Customer Service Agents answer calls through videophone from Sorenson personnel and customers nationwide. The role provides account management, basic customer support, troubleshooting, and training on products and services to achieve a high level of customer satisfaction. The position requires fluency in American Sign Language (ASL) and is open to candidates residing in all states except Alaska, Arizona, California, Colorado, Hawaii, Nevada, New Mexico, New York (except Rochester), and Washington. This role has no supervisory responsibilities and requires less than 25% travel. Employees may work from home and must have high-speed internet, a confidential workspace with a desk and chair, and an Ethernet connection. The position may require day, night, weekend, and holiday shifts, with flexibility across shifts required. It involves extended periods sitting or standing at a desk and using a computer, signing in ASL, and lifting or moving equipment weighing 30–50 pounds. The position provides access to highly confidential and sensitive information about Sorenson employees, customers, and technologies, which must be kept strictly confidential.
Requirements
- High school diploma or better.
- At least 1 year of customer service or equivalent experience.
- Fluency in American Sign Language (ASL).
- Professional and courteous presence in phone and electronic communications.
- Ability to write simple correspondence and present information effectively in one-on-one and small-group situations with customers, clients, and coworkers.
- Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
- Strong active listening skills, including understanding others, asking appropriate questions, and avoiding inappropriate interruptions.
- Ability to complete assignments independently or with minimal supervision and guidance.
- Ability to manage cases and time effectively.
- Detail-oriented and proficient at multitasking.
- Adaptability and ability to work in a fast-paced environment.
- Basic comprehension and application of computer use in an MS Windows environment.
- Typing speed of at least 45 words per minute.
- Positive attitude, teamwork, good interpersonal communication skills, and ability to work across company departments.
- Punctual and reliable attendance.
- Ability to sit and/or stand at a desk and work with a computer for extended periods.
- Ability to sign using ASL for extended periods.
- Ability to lift and move equipment weighing 30–50 pounds.
- Ability to work day, night, weekend, and holiday shifts; flexibility with shifts is required.
- For at-home work, a high-speed internet connection, confidential workspace with a desk and chair, and Ethernet connection are required.
- Integrity to maintain highly confidential and sensitive information in strict confidence.
Responsibilities
- Support existing and potential customers by answering questions about accounts, new product installation, and general matters.
- Promote company products, features, and services.
- Provide a friendly and supportive customer experience.
- Resolve issues received through email, videophone, live chat, and other contact methods.
- Provide support for the functionality and features of applicable products and services.
- Follow department policies and procedures.
- Ensure compliance with FCC regulatory requirements related to the service.
- Complete other duties and projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
