Supports the California Telephone Access Program (CTAP) by assisting disabled California residents in the selection and use of specialized communication devices offered through the program.

Essential Functions

• Make calls to customers to learn and address their needs or other issues with products or services
• Ensures that the highest level of quality service is delivered to all consumers
• Accepts customer calls for program information and provides complete and accurate details
• Assists customers with identifying the most suitable device(s) available through the program
• Assists customers with identifying equipment malfunctions and equipment usage problems
• Contacts customers for additional information as necessary
• Provides descriptions of and directions to CTAP Service Centers
• Places equipment orders as necessary
• Requests field visits as appropriate
• May complete outbound calls to customers as necessary
• Utilizes internal applications and procedures to provide the best possible customer service
• Provides complete and detailed notes of all customer interactions
• Accepts written requests via TTY and provides appropriate written responses
• Ensures all procedures are adhered to at all times
• Meets all customer expectations and company standards
• Adheres to all attendance policies
• Maintains professionalism with customers, peers, and management
• Achieves the CTAP Certified Agent designation
• Performs other duties as requested by the Center Manager

Knowledge, Skills, and Abilities

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

• Strong written and verbal skills
• Computer literacy and familiarity with Microsoft Office programs and other computer applications
• Ability to type at 45 words per minute with 90% accuracy
• Bilingual, Mandarin/Cantonese required

Qualifications

• A minimum of a High school diploma or equivalent
• Must live in the State of California
• At least 6 -12 months of previous customer service experience
• Ability to work weekdays and/or evenings

Work Environment / Physical Requirements

This position utilizes a computer and standard office equipment, regularly working in indoor conditions and on a computer for long periods of time. While performing the duties of this job, the employee is regularly required to interact collaboratively with the team and Center Leadership. The employee may be required to lift and/or move up to 20 pounds occasionally.

Applicants with disabilities who may need a reasonable accommodation during the interview/hiring process should email recruiting@csd.org.

Communication Service for the Deaf, Inc. is an Equal Opportunity, Affirmative Action Employer and drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, disability status, age, genetic information, protected veteran status, or any other characteristic protected by law.