Communication Service for the Deaf (CSD)

Operations

• In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce.
• The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service.
• The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission.
• Ensures that superior service quality is delivered to all customers and trained on all customer support lines.
• Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages.
• Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success.
• Maintain and encourage a positive remote work environment.
• Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance.
• Promotes good attendance while projecting a professional image.
• Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys.
• Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority.
• Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors.
• Provides administrative support.
• Ensure compliance with company policies and regulations.
• Other duties as assigned.

CSD Access Direct Operations Supervisor

Call Center Representative

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network.
• Excellent communication skills
• Ability to read text aloud from a computer and listen to spoken word and transcribe to text on a computer

Call Center Representative, Communication Assistant

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network
• Demonstrates excellent communication skills and ability to speak clearly
• Reads text aloud from a computer and listens to spoken word to transcribe to text
• Learns and understands complex computer communication software, shortcuts, and command functions
• Works in a fast-paced environment and adapts to schedules influenced by call volume fluctuations

Business Development Rep

• Identify and develop regional and national business opportunities
• Cultivate meaningful partnerships
• Contribute to the division's overall sales strategy and growth objectives
• Assist the business development team across all stages of the sales pipeline
• Maintain accurate and timely documentation of sales activities in CRM platform
• Support outreach to new prospects
• Conduct research and gather information to support grant and procurement responses
• Support existing client and partner relationships
• Leverage professional and community networks to generate intelligence
• Represent CSD Access at industry, marketing, and customer-focused events
• Develop foundational knowledge of CSD Access products and services

Business Development Associate

Customer Support

• Works in a remote environment, delivering excellent customer service by asking questions, actively listening, building rapport, demonstrating respect, being informative, and understanding their needs, requests, or problems
• Answers inbound customer calls in ASL by video concerning one or more of the following issues: troubleshooting, billing, or questions about products and/or services
• Determines the root cause of customer problems and uses available tools, systems, resources, customer information, and collaboration with other departments to identify the action required and resolve the issue
• Educates customers on billing details, as well as policies and procedures concerning prices/billing/service to facilitate the acceptance of customer payments by phone (inclusive of applicable payment assistance fees) or educates the customer on other options to make payments at no charge
• Provides seamless customer experience through the accurate documentation of call details and new account information into the computer system and completing any necessary forms required to request action by other departments
• Closes sales and complete service orders when the customer expresses interest in additional products, features, and services
• Successfully completes job-related training
• Stays current with new and/or updated reference material or announcements pertaining to the job and adapts customer communication to reflect any changes
• Other duties as assigned

ASL Customer Support Representative

• Facilitate phone calls between deaf or hard of hearing individuals and hearing individuals
• Relay telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network.