Customer Experience Audio Team Member

Job Description

Job Description

Position Summary

The Customer Experience Audio Team Member provides inbound and outbound audio support and live chat assistance for individuals contacting ZP Better Together, LLC. The role supports prospective customers, new-account applicants, current customers, former customers, and general inquiries by providing accurate information, supporting account and registration needs, documenting interactions, and routing or escalating matters in accordance with established procedures.

Key Responsibilities

• Perform inbound and outbound audio calls and manage live chat communications in a professional, timely, and accurate manner.
• Support prospective customers, new-account applicants, current customers, former customers, and general inquiries regarding products, services, accounts, registration, and available support.
• Assist with new and existing account registration, account updates, and required documentation for the Telecommunications Relay Services User Registration Database (TRS-URD).
• Prepare, review, validate, and redact TRS-URD documentation before submission to the appropriate administrator.
• Resolve product, service, account, or process concerns by identifying the caller's needs, providing appropriate information or next steps, and escalating when necessary.
• Accurately document caller and customer interactions, account activity, actions taken, outcomes, referrals, and other relevant information in applicable systems.
• Collaborate with Account Managers, Regional Directors, supervisors, and other internal business partners when coordination or follow-up is needed to support the customer experience.
• Maintain current knowledge of CET products, services, policies, procedures, training materials, job aids, and departmental communications; complete required training and knowledge checks within established timeframes.
• Support assigned departmental projects and other related duties as directed by CET management.
• When qualified and assigned, provide ASL-based inbound or outbound support as operational needs require.

Skills and Qualifications

• Strong verbal communication and phone skills with the ability to communicate clearly and professionally during audio calls.
• Ability to communicate clearly and accurately in written English for live chat, case notes, account documentation, and internal communications.
• Strong listening, customer service, problem-solving, and follow-through skills.
• Ability to work with individuals who may have different account statuses, needs, or levels of familiarity with ZP products and services.
• VRS customer service and/or product knowledge is helpful.
• Cultural awareness of the Deaf and hard of hearing communities is expected; American Sign Language (ASL) fluency is beneficial for team members assigned to ASL support.
• Ability to work effectively as part of a team and collaborate with internal business partners.
• Flexible work hours and days based on operational needs.

Work Environment and Physical Requirements

• Sitting, standing, and walking for extended periods.
• Frequent keyboarding and viewing computer monitors, videophones, and mobile devices.
• Lifting computers and other equipment as needed.
• Position may require occasional travel.

Disclaimer

This job description is intended to describe the general nature and level of work performed in this role. It is not intended to be a comprehensive inventory of all duties, responsibilities, or qualifications. Employees are expected to follow management direction and perform other job-related duties as assigned.

ZP Better Together, LLC is an Equal Opportunity Employer. Principals Only