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Customer Advisor (San Francisco)

San Francisco, CA, United States

Description

Supports the California Field Operations Coordinator for Deaf and Disabled Telecommunications Program (DDTP) by assisting disabled California residents who have difficulty using a standard telephone. The DDTP offers specialized telephone equipment, Traditional Rely Services, and speech generating devices to eligible deaf and disabled Californians.

Requirements

Works with recipients toward the familiarity and selection of accessible telecommunication equipment, including specialized equipment orders, and telecommunications options.

Assists customers with education and/or training regarding available services

Provides troubleshooting and technical support for equipment malfunctions and/or usage problems

Maintains the program database logging service records to comply with programmatic administration and reporting requirements

Coordinates with providers to resolve customer complaints

Works closely with Field Advisors to request and schedule field visits as appropriate

Provides complete and accurate notes on all customer interactions, ensuring the accuracy of program files and processes in accordance with state contract requirements

Places outbound calls as needed

Maintains compliance with all company, contractual, and state policies and standards

Maintains professionalism with customers, peers, and management

Acknowledge and adhere to all DDTP Privacy Policy and Information Security protocols

Other job duties as assigned

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

Familiarity with, or ability to learn telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, cell phone amplifiers, iDevices, phone features for visual or speech impairments), and know how to fit individuals with the necessary equipment

Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population

Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations

Favorable consumer-relations skills and personality patterns for representing CSD, DDTP, and CPUC well within the deaf/hard of hearing community, elderly population, service providers, and vendors

Excellent oral, visual, and written communication skills

Superior multi-tasking, organizational, record-keeping and time-management skills

Computer knowledge of database work and MS Office operations

Highest regard for confidentiality

Qualifications

A minimum of High School diploma or equivalent

6 – 12 months of previous customer service experience

Fluency in Mandarin or ASL (preferred)

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