Call Center Representative, Communication Assistant

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

📋 Description

• Accept and place relay calls for consumers.

• Facilitate communication between deaf or hard of hearing individuals and hearing individuals.

• Ensure the highest quality of service is provided to all consumers.

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

• Read aloud messages typed by the device user 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 feelings and emotions of callers through voice inflection.

• Accurately relay the contents of calls without intervening in the conversation.

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

• Report any identified technical issues to the appropriate personnel.

• Uphold strict consumer confidentiality during and post-employment.

• Complete 4 weeks of virtual training, Monday–Friday, from 9:00 AM to 3:00 PM.

⛳️ Requirements

• Must be 18 years of age or older.

• A minimum of a High School Diploma or equivalent is required.

• Ability to successfully pass an essential skills assessment administered by recruiting staff.

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

• Must be available to work varied schedules based on business needs; consistent schedules are not guaranteed.

• Availability to work schedules that include weekdays, weekends, overnights, and holidays.

• Excellent customer service experience and a calm, relaxed demeanor are essential.

• A private and quiet office space with a closed door is required.

• A hard-wired internet connection via Ethernet cable (cable provided by CSD) is necessary.

• High-speed internet connection with a minimum of 3.0 MG download and 1.2 MG upload is required.

• Satellite connections are not accepted.

• Access to a mobile device with a camera is needed.

• Access to a personal or public device/PC with a USB-C port is required.

• Candidates must reside and work in Texas.

• Attendance to all hours of the 4-week training class is mandatory.

• Excellent communication skills are a must.

• Ability to hear using audio and telephone equipment is required.

• Ability to speak clearly, pronouncing and enunciating complex words and sentence structures.

• Capability to verbally communicate using voice inflection, adjusting tone and volume as needed.

• Ability to read text aloud from a computer is necessary.

• Strong typing speeds and accuracy scores are required.

• Excellent grammar and spelling skills are essential.

• Ability to learn and understand complex computer communication software, shortcuts, and command functions is necessary.

• Must be able to work in a fast-paced environment.

🏝️ Benefits

• Opportunity to work from home.

• Paid time off available for all employees.

• Remote Work Stipend provided.

• Employee Assistance Program available immediately at no cost to employees.

• Rewards for good attendance and performance for employees.

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

• Shift differentials available for overnight shifts, Speech to Speech, and bilingual roles.

• Hiring for both full-time and part-time positions.