Communication Service for the Deaf (CSD)
sign language interpreting • deaf and hard of hearing services • advocacy • community-based programs • contact center services
Bilingual Customer Service Representative - Mandarin, Cantonese
November 15
Communication Service for the Deaf (CSD)
sign language interpreting • deaf and hard of hearing services • advocacy • community-based programs • contact center services
Description
• Supports the California Telephone Access Program (CTAP) by assisting disabled California residents in the selection and use of specialized communication devices offered through the program. • Make calls to customers to learn and address their needs or other issues with products or services. • Ensures that the highest level of quality service is delivered to all consumers. • Accepts customer calls for program information and provides complete and accurate details. • Assists customers with identifying the most suitable device(s) available through the program. • Assists customers with identifying equipment malfunctions and equipment usage problems. • Contacts customers for additional information as necessary. • Provides descriptions of and directions to CTAP Service Centers. • Places equipment orders as necessary. • Requests field visits as appropriate. • May complete outbound calls to customers as necessary. • Utilizes internal applications and procedures to provide the best possible customer service. • Provides complete and detailed notes of all customer interactions. • Accepts written requests via TTY and provides appropriate written responses. • Ensures all procedures are adhered to at all times. • Meets all customer expectations and company standards. • Adheres to all attendance policies. • Maintains professionalism with customers, peers, and management. • Achieves the CTAP Certified Agent designation. • Performs other duties as requested by the Center Manager.
Requirements
• A minimum of a High school diploma or equivalent • Must live in the State of California • At least 6 -12 months of previous customer service experience • Ability to work weekdays and/or evenings
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