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Videophone Customer Care Agent, Tier 1 - West Valley City, United States - Sorenson Communications
Description
** Videophone Customer Care Agent, Tier 1 (Remote)**
**Job Category****:** Cust Sup, Sales& Outreach **Requisition Number****:** CUSTS004442 Showing 1 location Utah-R
123 Remote Location
Salt Lake City, UT 84101, USA
Utah-R
123 Remote Location
Salt Lake City, UT 84101, USA
**Job Details**
**Description**
**Company Summary**
Sorenson Communications and CaptionCall are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.
Sorenson Communications, LLC. offers Video Relay Service (VRS), which gives Deaf, who use American Sign Language (ASL), and hearing people the option to communicate in their preferred language - either ASL or spoken English or Spanish. Sorenson also provides onsite and remote interpreting services between English and various other world languages.
CaptionCall, LLC. offers Internet protocol captioned telephone service (IP CTS) using advanced technology and a captioning agent to quickly provide written captions of what callers say on a large, easy-to-read screen.
**Job Summary**
Customer Care Tier 1 Agents are responsible for answering calls through videophone from Sorenson trainers and customers nationwide. Duties include account management, giving basic customer support, troubleshooting, and providing training to customers on products and services to achieve a high-level of customer satisfaction.
**Essential Duties and Responsibilities**
Provide support to existing and potential customers with a range of answers to questions including but not limited to account, new product installation, and general questions.
Promote company products, features, and services.
Provide a friendly and supportive customer experience.
Resolve issues received through email, videophone, live chat, and other contact methods.
Provide support for the functionality and features of all applicable products and services.
Follow department policies and procedures.
Ensure compliance with FCC regulatory requirements related to the service.
Complete other duties and projects as assigned.
**Supervisory Responsibility**
This position has no supervisory responsibilities.
**Travel Requirements**
This position has no travel requirements.
**Education**
Required: High School diploma or better
**Experience**
Minimum Years of Experience
Description: 1 year Customer Service or equivalent experience.
**Knowledge, Skills, and Abilities**
Positive attitude, team player, good interpersonal communication skills, and able to work across company departments.
Candidate must have professional and courteous phone and electronic communications presence.
Candidate must have the ability to write simple correspondence, the ability to effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization.
Customer service -- Knowledge of principles and processes for providing customer services. This includes customer needs assessments, meeting quality standards for services, and evaluation of customer satisfaction.
Active listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Able to complete work assignments independently or with minimal supervision and guidance.
Must be able to manage time effectively.
Must be detail oriented and proficient at multitasking.
Strong adaptability and capacity to work in fast-paced environments.
Employees must have a solid basic comprehension and application with using computers in an MS Windows environment.
**Working Conditions and Physical Requirements**
Must be fluent in American Sign Language (ASL).
Punctual and reliable attendance.
Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
Ability to sign using ASL for extended periods of time.
Ability to lift and move equipment 30-50lbs.
Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required.
**Disclaimer**
This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.
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Equal Employment Opportunity:
CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)
