360 Direct Access

Customer Service Representative

360 Direct Access

part-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • 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
  • 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
  • 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
  • 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
  • Adhere to company standards and protocols to ensure the highest quality of service

Requirements

  • 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
Benefits
  • Supportive and collaborative environment
  • Opportunities for growth and development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ASL proficiencycustomer supporttroubleshootingissue resolutionCRM systemsvideo communication platformswritten English communication
Soft Skills
empathyproblem-solvingpatienceprofessionalismcommunicationteam collaborationfeedback provision
Certifications
ASL Proficiency Interview (ASLPI) rating