Videophone Customer Care Agent, Tier 1 (Remote)

Sorenson Communications • Salt Lake City, UT

3d • 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 customer training on products and services to achieve a high level of customer satisfaction. The position is remote and open to candidates residing in all states except Alaska, Arizona, California, Colorado, Hawaii, Nevada, New Mexico, New York (with the exception of Rochester), and Washington. Candidates must be fluent in American Sign Language (ASL). The position has no supervisory responsibilities and requires less than 25% travel.

Employees must maintain the confidentiality of highly sensitive information relating to Sorenson employees, customers, and technologies. At-home employees need high-speed internet, a confidential work area with a desk and chair, and an Ethernet connection.

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 phone and electronic communication presence.
• Ability to write simple correspondence and present information effectively in one-on-one and small-group situations.
• Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
• Strong active listening skills.
• Ability to work independently or with minimal supervision and guidance.
• Ability to manage cases and time effectively.
• Detail-oriented, proficient at multitasking, adaptable, and able to work in a fast-paced environment.
• Basic comprehension and application of computers 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, high-speed internet, a confidential workspace with a desk and chair, and an Ethernet connection are required.
• Requisite integrity to maintain highly confidential information in strict confidence.

Responsibilities

• Support existing and potential customers by answering questions about accounts, new product installation, and general topics.
• 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.
• Support 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED