Customer Service Representative

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

📋 Description

• Deliver prompt, professional, and empathetic customer support via video calls using American Sign Language, as well as live chat and email in written English for callers/clients of 360 Direct Video customers.

• Assist customers by troubleshooting, resolving issues, and providing answers to inquiries related to our products and services.

• Elevate complex issues to higher-level support or technical teams as necessary, while ensuring that the client feels supported throughout the process.

• Educate clients on the utilization of our products, with a particular emphasis on features catering to the Deaf and Hard of Hearing community.

• Offer guidance and assistance to clients in understanding how to access and effectively utilize our services.

• Maintain accurate and comprehensive records of customer interactions, issues, and resolutions within our CRM system.

• Provide feedback and insights to the Customer Support Manager regarding recurring issues, potential needs for uptraining, and/or possible enhancements in the service process.

• Collaborate closely with other customer support team members, product developers, and the Q&A team to ensure a seamless customer experience.

• Engage in regular team meetings, training sessions, and performance evaluations.

• Comply with company standards and protocols to guarantee the highest quality of service.

• Undergo a screening process by our Quality Assurance Manager to verify ASL proficiency and readiness for the role.

⛳️ Requirements

• ASL Proficiency Interview (ASLPI) rating of 3 or higher, or a willingness to undergo and successfully complete screening by our Quality Assurance Manager.

• High school diploma or equivalent.

• 1-2 years of experience in customer support, service, or a related field.

• Exceptional communication skills in both ASL and written English.

• Strong problem-solving abilities and the capability to manage difficult situations with patience and professionalism.

• Basic computer proficiency, including familiarity with CRM systems and video communication platforms.

• Experience working with the Deaf and Hard of Hearing community (preferred).

• Knowledge of video communication technologies and their applications in customer support (preferred).

• Experience in a tech support or help desk role (preferred).

🏝️ Benefits

• Join a company that values inclusivity and is dedicated to serving the Deaf and Hard of Hearing community.

• Work in a supportive and collaborative environment with opportunities for growth and development.