Call Center Representative, Communication Assistant

This is a fully remote position, open to applicants in Texas.

📋 Description

• Accept and place phone relay calls on behalf of consumers.

• Facilitate communication between individuals who are deaf or hard of hearing and those who can hear.

• Deliver the utmost quality of service to all consumers.

• Listen to audio and spoken words, then either voice or transcribe them to text on a computer.

• Read aloud messages that device users have typed to the other party.

• Type the voiced messages and background sounds from the other party for the device user.

• Translate written ASL messages into conversational English.

• Convey the emotions and feelings of callers through voice inflection.

• Accurately relay call content without intervening in the conversation.

• Adhere to TRS quality standards for both accuracy and speed.

• Report any identified technical issues to the appropriate personnel.

• Maintain strict confidentiality regarding consumer information during and after employment.

• Complete all required virtual training.

⛳️ Requirements

• Must be at least 18 years of age.

• A High School Diploma or equivalent is required.

• Must pass an essential skills assessment conducted by the recruiting team.

• Ability to type at a speed of 60 words per minute with 95% accuracy to graduate training and handle general (English) relay calls.

• Must be able to hear using audio and telephone equipment.

• Clear speaking ability with proper pronunciation of complex words and sentence structures.

• Capable of verbally communicating with voice inflection and adjusting tone and volume as necessary.

• Ability to read text aloud from a computer screen.

• Excellent typing speed and accuracy are essential.

• Strong grammar and spelling skills are required.

• Ability to learn and navigate complex computer communication software, shortcuts, and command functions.

• Capacity to thrive in a fast-paced work environment.

• Availability for various schedules, including weekdays, weekends, overnight shifts, and holidays; consistent schedules are not guaranteed.

• Previous customer service experience and a calm demeanor are highly valued.

• Must have a private and quiet office space with a closed door.

• Required to have a hard-wired internet connection via ethernet cable; CSD will provide the ethernet cable.

• High-speed internet connection with a minimum of 3.0 MG download and 1.2 MG upload; satellite connections are not permissible.

• Access to a mobile device equipped with a camera.

• Access to a personal or public device/PC that has a USB-C port.

• Must reside and work in Texas.

• Must attend all required hours of 3–4 weeks of virtual training, Monday through Friday, from 9:00 AM to 3:00 PM.

🏝️ Benefits

• Opportunity to work remotely (provided qualifications are met).

• Paid time off for all employees.

• Remote Work Stipend available.

• Immediate access to the Employee Assistance Program at no cost to employees.

• Employee rewards for excellent attendance and performance.

• Eligibility for student loan forgiveness due to non-profit status.

• Shift differentials available for overnight shifts, Speech to Speech, and Bilingual services.

• Salary increases are offered biannually.