CaptionCall Customer Support - Bilingual - English/Spanish

Hybrid Salt Lake City - Location Required

Bilingual - English/Spanish

Pay: $19.50/hour

Job Summary

Sorenson Communications is expanding in our CaptionCall Service. As a result we are seeking Customer Service Representative (CSR's) to assist existing and potential customers on a broad range of questions.

Essential Duties and 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 and complaints.
• Assist with the documentation and escalation of 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.
• Must have a solid comprehension and application in using computers in an MS Windows environment.
• Successfully interact with multiple computer interfaces and be able to multi-task.
• Completion of other duties and projects as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements: Less than 25%

Education

Minimum/Preferred Education Description

Minimum High School Diploma or GED or equivalent work experience

Experience

Minimum Years of Experience Description

Knowledge, Skills, and Abilities

• Successful candidate must have professional and courteous telephone and electronic communications presence.
• Candidate must have the ability to write simple correspondence, the ability to effectively present information in a one-on-one and small group situations to customers, clients, and other employees of the organization.
• Customer and personal service -- 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.
• 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.
• English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Writing -- communicate effectively in writing as appropriate for the needs of the audience.
• Bilingual - English/Spanish

Working Conditions and Physical Requirements

• Candidate must be able to sit for extended periods of time and be able to hear and speak clearly in order to effectively dictate conversations for hearing and hard of hearing customers.
• Able to sit/ stand for a long period of time in an office environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
• Regular and predictable attendance required

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply at www.captioncall.com/careers

Apply today! www.sorensonvrs.com/svrs_careers

Equal Employment Opportunity:

CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.

Company Summary

Sorenson Communications and CaptionCall are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all of our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions, and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Sorenson Communications, LLC. offers Video Relay Service (VRS), which gives Deaf, who use American Sign Language (ASL), and hearing people the option to communicate in their preferred language - either ASL or spoken English or Spanish. Sorenson also provides onsite and remote interpreting services between English and various other world languages.

CaptionCall, LLC. offers Internet protocol captioned telephone service (IP CTS) using advanced technology and a captioning agent to quickly provide written captions of what callers say on a large, easy-to-read screen.