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ADA Customer Agent – Contact Center
Premier NXADA Customer Agent providing customer service in a remote environment for clients in regulated industries. Supporting accessibility needs compliant with ADA guidelines and ensuring positive customer experiences.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Respond to customer inquiries related to accessibility and disability accommodations
- Coordinate services such as: interpreters (ASL or language access), captioning or relay services, alternative document formats (large print, Braille, audio)
- Assist customers experiencing accessibility barriers with products, services, websites, or facilities
- Document ADA accommodation requests in case management systems
- Escalate complex accessibility issues to ADA coordinators or compliance teams
- Educate customers on available accessibility options and services
- Handle complaints related to discrimination or lack of accessibility
- Ensure all interactions follow ADA guidelines and company policy
- Maintain confidentiality and sensitivity in all disability-related communications
Requirements
What you’ll need- Customer service or call center experience
- Strong communication and active listening skills
- Ability to handle sensitive situations with empathy and professionalism
- Basic knowledge of ADA principles or willingness to learn
- Strong documentation and data entry skills
- Familiarity with CRM systems (e.g., Salesforce, Zendesk, ServiceNow)
- Experience working with people with disabilities or in accessibility services
- Knowledge of assistive technologies (screen readers, captioning tools, etc.)
- Bilingual communication skills
- Conflict resolution or de-escalation training
- Empathy and patience
- Attention to detail
- Problem-solving
- Cultural sensitivity and inclusivity
- Professional communication
Benefits
Comp & perks- Competitive compensation and benefits.
- Opportunity to work with a global organization serving international clients.
- Professional growth and development opportunities.
- Collaborative, inclusive, and performance-driven culture.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Documentation SkillsData Entry SkillsAccessibility Services ExperienceConflict Resolution TrainingProblem-Solving Skills
Soft Skills
Strong Communication SkillsActive Listening SkillsEmpathyPatienceCultural Sensitivity