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 in spoken English. 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 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

• Answer audio/voice calls to support customers in spoken English
• Provide support to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, making sales calls, collecting potentially sensitive information and performing surveys
• Respond efficiently to customers and develop relationships with them by ensuring that they feel supported and valued
• Provide guidance in the application process for various programs as needed
• Utilize multiple software, databases, scripts and tools appropriately and often simultaneously
• Input complete and detailed notes of all customer interactions in a timely manner
• Attend team meetings and training sessions that are exclusively communicated in ASL
• Consistently follow established standards of customer service delivery
• Stay current with new and/or updated reference material or announcements pertaining to the job and adapt customer communication to reflect any changes
• 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
• Ability to listen, understand and communicate in fluent ASL and spoken English
• Ability to commit to work schedules in a virtual contact center environment
• Understanding company products, services and policies
• Ability to undergo various training to learn and understand all products and services offered by our clients
• Ability to ask detailed questions, diffuse tense situations and escalate appropriately
• Demonstrate willingness to accept guidance and feedback from peers and management
• Proficiency with computers, video technology and strong typing skills
• Highest regard for confidentiality
• Superior multi-tasking, organizational, record-keeping and time-management skills
• Easily adaptable to a rapidly changing, fast-paced environment and highly responsive to customer issues, concerns and demands
• Experience in sales, marketing or customer service roles

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