English/ASL Customer Support Representative

The English/ASL Customer Support Representative works closely with other team members to provide outstanding customer service by answering questions, handling complaints, and troubleshooting problems with different products and services. They listen to customers to understand the reason for their calls, address all questions or complaints, and provide an accurate and efficient response. They also proactively make outbound calls to follow up on leads and inquiries, provide updates, and ensure

customer satisfaction. The English/ASL Customer Support Representative interacts with and replies to inquiries in customer service, sales, or technical support via different means of communication, including but not limited to voice and video conferencing, phone, email, and/or instant messaging/chat.

 Essential Functions

• Answers or makes voice calls to customers to support and address their inquiries and needs in spoken English by phone, video, email, and instant messaging
• Provide all kinds of support to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys
• Responds efficiently to customers and develop relationships with them by ensuring that they feel supported and valued
• Provides guidance in the application process for various programs as needed
• Utilizes software, databases, scripts, and tools appropriately
• Input complete and detailed notes of all customer interactions
• Attends team meetings and training sessions that are exclusively communicated in ASL
• Conducts voice calls to initiate contact with potential customers
• Ensures that the established standards of customer service are followed
• Other duties as requested

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Deliver exceptional customer service via superior interpersonal skills, active listening expressive and strong written communication skills
• Understanding of company products, services, and policies
• Ability to commit to work schedules in a virtual contact center environment
• Ability to undergo various training to learn and understand all products and services offered by our client
• Proficiency with computers, video technology, and strong typing skills
• Ability to listen, understand and communicate in fluent ASL and spoken English
• Ability to ask detailed questions, diffuse tense situations and escalate appropriately
• Ability to multi-task, set priorities, and manage time effectively
• Adaptability and accountability
• Demonstrates willingness to accept guidance and feedback from peers and management
• Experience in sales, marketing, or customer service roles
• Ability to thrive in a fast-paced environment

Qualifications

• Ability to communicate effectively in spoken English and American Sign Language
• High school diploma or equivalent
• Two years or more of professional customer-facing experience
• Ability to work between the hours of 7:00 am and 8:00 pm Central Time Zone, Monday through Friday