Customer Experience - Customer Support Representative (100% Remote)

Customer Experience - Customer Support Representative

We are searching for individuals in the following areas:

• Kansas City
• Sioux City, Iowa
• Dallas, Texas
• Omaha, Nebraska

Who we are:
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls. For more information, visit clearcaptions.com.

This is a Remote/Work from Home position reporting to the Customer Support Team Supervisor.

Position Summary:
The Customer Support Representative will work in a customer service environment responding to inbound technical/ troubleshooting contacts, installation assistance, and general inquiries related to our caption service. This includes device setup, testing and account maintenance.

What you will do:

• Inbound/Outbound phone contacts will be the primary delivery of work as well as inbound email, text and/or Chat services.
• Respond to and manage inbound customer inquiries daily.
• Provide technical support to customers, perform root-cause analysis, and provide resolutions to service interruptions.
• Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
• Meet weekly/ monthly metrics related to service level, performance, and customer satisfaction.
• Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
• Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service.

The kind of people we look for:

• Versatile people who thrive on variety and challenge.
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills.

Qualifications:
The qualified candidate will have experience in verbally explaining complex information in concise terms to non-technical customers. The qualified candidate will have experience in verbally explaining complex information in concise terms to non-technical customers.

• High school diploma or equivalent required; college degree preferred but not required.
• Minimum one-year Customer Service experience.
• Minimum one-year technical support experience in a call center environment or proven technical ability.
• Ability to clearly communicate with a wide variety of customers.
• Ability to troubleshoot and identify issues over the phone.
• Good interpersonal skills and a team player.
• Logical thinker who can follow standard operating procedures.
• Ability to problem solve with limited information .
• Positive attitude and a willingness to learn and grow.
• Working knowledge of internet connections (cable/ DSL), routers, modems, and telephones.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).

Great to Have:

• Familiarity with Salesforce and Salesforce tools.
• Experience with or some working knowledge of analog phones (land line).
• Experience in the IP/CTS Field.

Physical Demands & Work Environment:
Primary functions require the ability to communicate over the phone effectively and clearly with individuals suffering from hearing loss. Must use provided headset for audio quality in our call center environment. Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone and keyboard and monitor requiring close vision.

• Employees may experience the following physical demands for extended periods of time.
• Sitting, standing and walking (95-100%).
• Keyboarding (70-90%).
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%).

Compensation:
$16.50 to $18.44 with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.

Salary : $17 - $18