Customer Support Representative

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 interfaces and be able to multi-task. 

• Professional and courteous telephone and electronic communications presence. 

• Ability to write simple correspondence, and effectively present information in a one-on-one and small group situations to customers, clients, and other employees of the organization. 

• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. 

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. 

• Good active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. 

• Must be fluent in spoken English. 

Working Conditions and Physical Requirements 

• Able to sit/ stand for a long period of time in an office environment 

• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components 

• Regular and predictable attendance required 

Disclaimer 

• This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence. 

Apply today! www.sorenson.com/company/careers/ 

Equal Employment Opportunity: 

• Sorenson Communications is an EOE, Disability/Age Employer. 

Company Summary 

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience. 

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. 

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. 

Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.