Customer Service Tier I - IPCTS

Description Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing! Full time Benefits * Paid Vacation Time and Paid Sick Time and Paid Holidays * 401k 6% match with immediate vesting * Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) * TeleDoc * HSA company match * 3 Medical plan options including a Low Deductible PPO Medical Plan Offering * Employee Assistance Program * Engaged Employee Resource Groups * Outstanding Learning and Career Development Opportunities Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation. * Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role * * This 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 Washington. Job Summary We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential customers on a broad range of questions. Customer Support is a telephone team where spoken English is used to communicate with customers. Essential Duties and Responsibilities * Educate customers and potential customers on CaptionCall services. * Provide a friendly and supportive customer experience via inbound/outbound calls and emails. * Work with customers to successfully complete over the phone account registrations and Assisted Installs. * Answer questions and assist interested individuals with download of the CaptionCall mobile applications. * Work with account management teams to answer general questions and assist with lead generation. * Support Trainer team with the completion of service calls and in person assisted installs. * Assist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely manner. * Assist with the review and attachment of necessary Customer verification documentation. * Assist with ad hoc projects and call campaigns in support of the project management team. * Cross train on Centralized Scheduling to support the scheduling of appointments after hours. * Manage and respond to emails submitted to the Customer Support and Marketing mailboxes. * Respond to and manage posts and direct messages that come into social media platforms including Facebook, Youtube, etc. * Respond to customers and trainers reaching out via chatbot. * Work closely with other Customer Care departments to ensure complete case resolution. * Participate in ongoing Customer Service training as provided by Management teams. * Assist with the documentation and escalation of compliments, complaints, and refund requests. * Assist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service calls. * Closely follow all team processes to ensure compliance with company policies. * Agree to and maintain strict consumer confidentiality. * Completion of other duties and projects as assigned. Supervisory Responsibility This position has no supervisory responsibilities. Travel Requirements Travel Requirements: Less than 25% Education High School Diploma or GED or equivalent work experience Knowledge, Skills, and Abilities * Must have a solid comprehension of and ability to use computers in an MS Windows environment. * Successfully interact with multiple computer interfa ces and be able to multi-task. * Professional and courteous telephone and electronic communications presence. * Ability to write simple correspondence, and... For full info follow application link.