[Remote] Customer Service Tier I - IPCTS

Note: The job is a remote job and is open to candidates in USA. Sorenson Communications is a leading provider of language services for the Deaf and hard-of-hearing, seeking exceptional Customer Service Representatives. The role involves assisting customers with inquiries about CaptionCall services, providing a supportive experience through various communication channels, and managing customer interactions efficiently.ResponsibilitiesEducate customers and potential customers on CaptionCall servicesProvide a friendly and supportive customer experience via inbound/outbound calls and emailsWork with customers to successfully complete over the phone account registrations and Assisted InstallsAnswer questions and assist interested individuals with download of the CaptionCall mobile applicationsWork with account management teams to answer general questions and assist with lead generationSupport Trainer team with the completion of service calls and in person assisted installsAssist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely mannerAssist with the review and attachment of necessary Customer verification documentationAssist with ad hoc projects and call campaigns in support of the project management teamCross train on Centralized Scheduling to support the scheduling of appointments after hoursManage and respond to emails submitted to the Customer Support and Marketing mailboxesRespond to and manage posts and direct messages that come into social media platforms including Facebook, Youtube, etcRespond to customers and trainers reaching out via chatbotWork closely with other Customer Care departments to ensure complete case resolutionParticipate in ongoing Customer Service training as provided by Management teamsAssist with the documentation and escalation of compliments, complaints, and refund requestsAssist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service callsClosely follow all team processes to ensure compliance with company policiesAgree to and maintain strict consumer confidentialityCompletion of other duties and projects as assignedSkillsHigh School Diploma or GED or equivalent work experienceMust have a solid comprehension of and ability to use computers in an MS Windows environmentSuccessfully interact with multiple computer interfaces and be able to multi-taskProfessional and courteous telephone and electronic communications presenceAbility to write simple correspondence, and effectively present information in a one-on-one and small group situations to customers, clients, and other employees of the organizationKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammarKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfactionGood 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 timesMust be fluent in spoken EnglishApplicants must be legally eligible to work in the United States to be consideredThis position is open to candidates residing in all states except - Alaska, Arizona, California, Colorado, Hawaii, Nevada, New Mexico, New York (with the exception of Rochester), and WashingtonBenefitsPaid Vacation Time and Paid Sick Time and Paid Holidays401k 6% match with immediate vestingNationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)TeleDocHSA company match3 Medical plan options including a Low Deductible PPO Medical Plan OfferingEmployee Assistance ProgramEngaged Employee Resource GroupsOutstanding Learning and Career Development OpportunitiesCompany OverviewSorenson Communications provideS the highest-quality communication products and services to all deaf and hard-of-hearing individuals. It was founded in 2003, and is headquartered in Salt Lake City, Utah, USA, with a workforce of 10001+ employees. Its website is http://www.sorenson.com.