Description

The ASL Customer Support Representative works closely with other team members to provide outstanding customer service by answering questions, handling complaints, and troubleshooting different products and service problems. They listen to customers to understand the reason for their calls, address all questions or complaints, and provide an accurate and efficient response. The ASL Customer Support Representative interacts with and responds to inquiries in customer service, sales, or technical support via different means of communication, including but not limited to video conferencing, email, and/or instant messaging/chat. 

This position is remote, but candidates must reside within driving distance of Austin, Texas.

Essential Functions

• Answers or makes calls to customers to support and address their inquiries and needs in ASL by video, email, and instant messaging
• Provide all kinds of support to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys
• Responds efficiently to customers and develop relationships with them by ensuring that they feel supported and valued
• Utilizes software, databases, scripts, and tools appropriately

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Deliver exceptional customer service via superior interpersonal skills, active listening, expressive and strong written communication skills
• Understanding of company products, services, and policies
• Ability to commit to work schedules in a call center environment
• Ability to undergo various training to learn and understand all products and services offered by our client
• Proficiency with computers, video technology, and strong typing skills
• Ability to communicate in various proficiency levels of ASL
• Ability to ask prying questions, diffuse tense situations and escalate appropriately
• Ability to multi-task, set priorities and manage time effectively
• Adaptability and accountability
• Experience in sales, marketing, or customer service roles
• Ability to thrive in a fast-paced environment

Requirements

Qualifications / Requirements

• High school diploma or equivalent
• Two years of professional customer service experience
• Ability to work up to 40 hours/week between the hours of 10:00 am and 7:00 pm Central Time Zone, Monday through Friday
• Ability to cover a shift on short notice
• Ability to work flexible hours, including nights, weekends, and holidays as needed
• Ability to communicate effectively in American Sign Language
• All offers of employment for the ASL Customer Support Representative at CSD Connect Direct are contingent upon clear results of a thorough background check and drug screen

Applicants with disabilities needing reasonable accommodation during the interview/hiring process should email recruiting@csd.org.

Communication Service for the Deaf, Inc. is an Equal Opportunity, Affirmative Action Employer and drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, disability status, age, genetic information, protected veteran status, or any other characteristic protected by law.