Customer Advisor Community Engagement Specialist

Job Description

Job Description

Description:

The Customer Advisor Community Engagement Specialists assist disabled California residents in accessing specialized telecommunications equipment, Traditional Relay Services, Speech Generating Devices, and other California Connect resources through the Deaf and Disabled Telecommunications Program (DDTP). They educate customers and community members about available programs and services, provide guidance throughout the application and certification process, and support customers in accessing communication solutions that meet their individual needs.

The Customer Advisor Community Engagement Specialist provides services to customers through phone, videophone, messaging, text, virtual platforms, community partner locations, end user events, mobile service activities, and other community-based settings as needed. This position works collaboratively with Field Operations Community Specialists and other internal teams to deliver exceptional customer service and support statewide program initiatives.

The Customer Advisor Community Engagement Specialist develops and maintains relationships with community partners, participates in educational activities, assists with community events and enrollment opportunities, and serves as a representative of California Connect within the communities they serve. This position requires travel throughout an assigned service region to support community engagement efforts, recurring partner site activities, mobile service delivery, and customer access initiatives for the State of California's Deaf and Disabled Telecommunications Program.

Essential Functions

• Travels regularly to recurring partner sites (Including but not limited to Salinas, San Luis Obispo, Santa Barbara) and mobile unit events throughout the Central Coast region; reliable transportation and a valid California driver’s license are required
• Coordinates customer intake, appointment scheduling, application assistance, enrollment support, and service delivery activities at community partner locations, events, and mobile service activities.
• Assists customers during mobile unit service days and larger community events.
• Supports co-enrollment and cross-program interactions.
• Performs site setup and breakdown at partner locations and outdoor mobile service areas, including canopy setup, tables, signage, and equipment staging
• Works with recipients toward familiarity and selection of accessible telecommunication equipment, including specialized equipment orders and telecommunications options
• Assists customers with education and/or training regarding available services
• Provides troubleshooting and technical support for equipment malfunctions and/or usage problems
• Tracks and records per-engagement data including date, location, activity type, customer county of residence, communication preference, and applications started and completed
• Coordinates with providers to resolve customer complaints
• Works closely with Field Operations Community Specialists to support events, and scheduled mobile service activities
• Provides complete and accurate notes on all customer interactions, ensuring the accuracy of program files and processes in accordance with state contract requirements
• Places outbound calls as needed
• Works with outreach team to schedule and host events, including community enrollment events, equipment demonstrations, and awareness activities
• Maintains compliance with all company, contractual, and state policies and standards
• Maintains professionalism with customers, peers, and management
• Acknowledges and adheres to all DDTP Privacy Policy and Information Security protocols
• Maintain accurate records and prepare reports related to community engagement activities, event outcomes, inventory, and assigned program metrics.
• Other job duties as assigned

Knowledge, Skills and Abilities

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

• Familiarity with, or ability to learn and teach telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, mobile phone amplifiers, smartphone features for hard of hearing, visual or speech impairments), and know how to fit individuals with the necessary equipment
• Ability to work effectively in varied environments including partner organization sites, outdoor mobile service setups, presentations, events, and health fairs
• Have proficiency in Customer Relationship Management systems and Inventory Management systems?
• Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population
• Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations.
• Excellent oral, visual, and written communication skills
• Superior multi-tasking, organizational, record-keeping, and time-management skills
• Computer knowledge for database work and MS Office operations
• Highest regard for confidentiality, including in community and outdoor service settings where privacy measures must be actively maintained

Qualifications

• A minimum of a High School diploma or equivalent; associate’s degree or higher preferred
• 1–2 years of customer service, community outreach, social services, or assistive technology experience preferred
• Ability to communicate in various proficiency levels of ASL is highly desirable
• Ability to speak in either Spanish, Tagalog, Mandarin, or Cantonese is highly desirable

Work Environment / Physical Requirements

This position is largely self-directed and requires understanding and compliance with company policies, procedures, and values. The position uses a computer and standard office equipment to work in a hybrid office environment. While performing the duties of this job, the employee is regularly required to interact collaboratively with the team and stakeholders and communicate via phone, videophone, or text messaging. The position requires frequent travel throughout assigned service regions and community partner locations, events, mobile service environments, and other approved service sites. Employees may occasionally transport, set up, and move assistive technology equipment, outreach materials, displays, and supplies weighing up to 25 pounds.