ADA Customer Agent – Contact Center

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ADA 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.

Posted 7/7/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and accessibility support, ensuring compliance with ADA guidelines while effectively addressing customer inquiries and needs. Proficient in documentation and data entry, with a strong focus on empathy, communication, and problem-solving in sensitive situations.

Highest-signal resume keywords

Customer Service ExperienceADA Principles KnowledgeCRM Systems FamiliarityAssistive Technologies KnowledgeBilingual Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Documentation SkillsData Entry SkillsAccessibility Services ExperienceConflict Resolution TrainingProblem-Solving Skills

Soft Skills

Strong Communication SkillsActive Listening SkillsEmpathyPatienceCultural Sensitivity

Tools & Technologies

SalesforceZendeskServiceNowScreen ReadersCaptioning Tools

Industry Keywords

AccessibilityDisability AccommodationsADA ComplianceSensitivityInclusivity

Tech Stack

Tools & technologies

ServiceNow

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.