Customer Service Representative
We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential customers on a broad range of questions. Customer Support is a telephone team where spoken English is used to communicate with customers. * 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. * This position has no supervisory responsibilities. * Travel Requirements: Less than 25% * Education: High School Diploma or GED or equivalent work experience * Knowledge, Skills, and Abilities: * 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. * Working Conditions and Physical Requirements: * Able to sit/ stand for a long period of time in an office environment * Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components * Regular and predictable attendance required * Disclaimer: This position has access to highly confidential information.
We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential customers on a broad range of questions. Customer Support is a telephone team where spoken English is used to communicate with customers. * 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. * This position has no supervisory responsibilities. * Travel Requirements: Less than 25% * Education: High School Diploma or GED or equivalent work experience * Knowledge, Skills, and Abilities: * 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. * Working Conditions and Physical Requirements: * Able to sit/ stand for a long period of time in an office environment * Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components * Regular and predictable attendance required * Disclaimer: This position has access to highly confidential information.