Customer Service Tier I - IPCTS

Sorenson Communications is a leading provider of language services for the Deaf and hard-of-hearing, seeking exceptional Customer Service Representatives. The role involves assisting customers with inquiries about CaptionCall services, providing a supportive experience through various communication channels, and managing customer interactions efficiently.

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

Requirements:

• High School Diploma or GED or equivalent work experience
• 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
• Applicants must be legally eligible to work in the United States to be considered
• This position is 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