Customer Support Representative

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.