Customer Service Representative

New

360 Direct AccessCustomer support

United StatesFull-TimeJunior

Salary not disclosed

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Job Details

Languages: Excellent communication skills, both in ASL and written English
Experience: 1-2 years of experience in customer support, service, or a related field
Required Skills: Problem SolvingCustomer serviceCustomer support

Have an ASL Proficiency Interview (ASLPI) rating of 3 or higher, or be willing to undergo and pass screening by the Quality Assurance Manager.
Have a high school diploma or equivalent.
Have 1-2 years of experience in customer support, service, or a related field.
Communicate effectively in ASL and written English.
Use problem-solving skills to handle difficult situations with patience and professionalism.
Have basic computer skills, including familiarity with CRM systems and video communication platforms.
Experience working with the Deaf and Hard of Hearing community is preferred.
Knowledge of video communication technologies and their applications in customer support is preferred.
Experience in tech support or a help desk role is preferred.

Provide customer support to callers and clients via ASL video calls, live chat, and email.
Troubleshoot issues and answer questions about products and services.
Escalate complex issues to higher-level support or technical teams.
Educate clients about product features and how to access and use services.
Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
Share feedback about recurring issues, training needs, and service-process improvements with the Customer Support Manager.
Collaborate with customer support team members, product developers, and the Q&A team.
Participate in team meetings, training sessions, and performance reviews.
Follow service standards and protocols and take part in routine call quality observations.

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