Customer Support Specialist

Customer Support Specialist Job Description

Purple Communications is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay service and video remote interpreting, the Company delivers a wide array of options designed to meet the unique communication needs of its customers.   Please view our website:  www.purplevrs.com

Purple Communications' vision is to provide high-quality services with innovative products that break down communication barriers for its customers.   We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.

We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!

Summary of Duties
 Under minimal supervision, collaborate closely with the Senior Director of Residential Sales, focusing primarily on supporting roles and a variety of tasks. This position demands a profound understanding of video relay services, on-site community interpreting services, the interpreting industry, as well as deaf communities and culture. It necessitates knowledge of sales channels and the identification of development opportunities specifically for on-site interpreting services that cater to the needs of deaf, hard of hearing, and deaf-blind community members. Additionally, demonstrate robust skills in business processes, management, and operations to effectively contribute to the overall success of the team.

Responsibilities:

• Researching customer interests to ensure they meet the requirements for services and engaging them to qualify them for sales opportunities.  
• Qualifying leads passed to Account Managers from campaigns to ensure they meet the requirements necessary to start a sales call. 
• Collaborate with local event points of contact or the customer care department, to assist with account validation processes. 
• Facilitate in-depth customer training on video relay services, the features & functionality of ZP products and services, and explain the benefits of those features based on the customer’s individual needs through video. 
• Maintain an optimal mix of written correspondence, telephone contacts, and online demonstrations to stimulate interest in the Company’s products and services. Proactively manage sales opportunities through the sales process to close.
• Keep accurate account and territory records using Salesforce.com and other tools provided.
• Provide support to the sales department by undertaking additional sales tasks as requested, placing a strong emphasis on supporting roles within the team. 

Qualifications / Skills:

• Fluency in American Sign Language (ASL) and in-depth knowledge of the Deaf Culture is required;

• Excellent communication skills;

• Must live within commuting distance of a ZP office location or be able to work from a local home office equipped with high-speed Internet;

• Prior experience in a sales or customer support role is a definite plus.

Work environment:

Employees may experience the following physical demands for extended periods of time: 

• Sitting, standing and walking (95-100%) 
• Keyboarding (40-60%) 
• Viewing computer monitor, videophone, and cell phone (40-60%) 
• Lifting computers and other equipment. 

Compensation:

• Hourly non-exempt position
• Not Bonus eligible

Disclaimer:  

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.  Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.

Purple Communications is an Equal Opportunity Employer. Principals Only