Customer Service Representative

Department: Customer Support
Location: Remote
Reports to: VP of Operations 

SUMMARY

We are looking for a dedicated and empathetic Customer Support Representative with a strong proficiency in American Sign Language (ASL) to join our team. The ideal candidate will have a passion for helping others and a commitment to delivering exceptional customer service. You will play a crucial role in assisting our Deaf and Hard of Hearing callers through video calls, ensuring they receive the highest quality support. Candidates must have an ASL Proficiency Interview (ASLPI) rating of 3 or higher, or successfully pass equivalent screening by our Quality Assurance Manager.  You will be trained in how to provide customer support solutions to callers and use that training and your soft skills in customer service to address and solve customer service calls.

ESSENTIAL FUNCTIONS

• Customer Support:
  • Provide prompt, professional, and empathetic customer support via video calls using American Sign Language, live chat and email in written English to callers/clients of 360 Direct Video customers
  • Assist customers with troubleshooting, resolving issues, and answering questions about our products and services.
  • Escalate complex issues to higher-level support or technical teams as needed while ensuring the client feels supported throughout the process.
• Client Education & Assistance:
  • Educate clients on the use of our products, especially focusing on the features that cater to the Deaf and Hard of Hearing community.
  • Offer guidance and support to clients in understanding how to access and utilize our services effectively.
• Documentation & Reporting:
  • Maintain accurate and detailed records of customer interactions, issues, and resolutions in our CRM system.
  • Provide feedback and insights to the Customer Support Manager on recurring issues, potential needs for uptraining, and/or potential improvements in the service process.
• Collaboration:
  • Work closely with other customer support team members, product developers, and the Q&A team to ensure a seamless customer experience.
  • Participate in regular team meetings, training sessions, and performance reviews.
• Quality Assurance:
  • Adhere to company standards and protocols to ensure the highest quality of service.
  • If not already certified, candidates will undergo a screening process by our Quality Assurance Manager to confirm ASL proficiency and readiness for the role.  
  • Observations of calls to ensure and maintain quality will happen on a routine basis, whether live, recorded, or through post-call survey ratings/feedback.
    
    

QUALIFICATIONS 

• Required:
  • ASL Proficiency Interview (ASLPI) rating of 3 or higher, or willingness to undergo and pass screening by our Quality Assurance Manager
  • High school diploma or equivalent
  • 1-2 years of experience in customer support, service, or a related field
  • Excellent communication skills, both in ASL and written English
  • Strong problem-solving skills and the ability to handle difficult situations with patience and professionalism
  • Basic computer skills, including familiarity with CRM systems and video communication platforms.
• Preferred:
  • Experience working with the Deaf and Hard of Hearing community.
  • Knowledge of video communication technologies and their applications in customer support.
  • Experience in a tech support or help desk role.
    
    

WHY JOIN US:

• Be part of a company that values inclusivity and is committed to serving the Deaf and Hard of Hearing community.
• Work in a supportive and collaborative environment with opportunities for growth and development.