Videophone Customer Care Agent, Tier 1 (Remote)

Customer Service Agent

Must be fluent in American Sign Language (ASL). This position is open to candidates residing in all states with the exception of California, New Mexico, Colorado, and Arizona. Customer Service Agents are responsible for answering calls through videophone from Sorenson personnel and customers nationwide. Duties include account management, giving basic customer support, troubleshooting, and providing training to customers on products and services to achieve a high-level of customer satisfaction.

Essential Duties and Responsibilities:

• Provide support to existing and potential customers with a range of answers to questions including but not limited to account, new product installation, and general questions.
• 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.
• Provide support for the functionality and features of all 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.

Supervisory Responsibility: This position has no supervisory responsibilities.

Travel Requirements: Less than 25%. Education Required: High School diploma or better. Experience: Minimum Years of Experience Description: 1 Customer Service or equivalent experience.

Knowledge, Skills, and Abilities:

• Must be fluent in American Sign Language (ASL).
• Candidate must have professional and courteous phone and electronic communications presence.
• Candidate must have the ability to write simple correspondence, the ability to effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization.
• Good customer service and knowledge of principles and processes for providing customer services.
• Strong active listening skills, able to give 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.
• Able to complete work assignments independently or with minimal supervision and guidance.
• Must be able to manage cases and time effectively.
• Must be detail oriented and proficient at multitasking.
• Strong adaptability and capacity to work in fast-paced environments.
• Employees must have a solid basic comprehension and application with using computers in an MS Windows environment.
• Must be able to type 45+ wpm.
• Positive attitude, team player, good interpersonal communication skills, and able to work across company departments.

Working Conditions and Physical Requirements:

• Punctual and reliable attendance.
• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
• Ability to sign using ASL for extended periods of time.
• Ability to lift and move equipment 30-50lbs.
• Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required.
• At home employees require a high-speed internet connection and a confidential working space with a desk and chair. Workstation must have an Ethernet connection.

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

Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer. Company Summary: Leveraging the Power of Language, we connect lives and enrich the human experience. To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.