Do you enjoy working with the senior community? 

Who we are: 

Position Summary:

The Client Care Specialist will work in a customer service environment responding to inbound customer assistance and general inquiries related to our caption service. This includes account maintenance and training.

This is a Remote/Work from Home position reporting to the CEX Operations Supervisor.

What you will do:

• Inbound phone contacts will be the primary delivery of work as well as Chat services.
• Respond to and manage inbound customer inquiries daily.
• Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
• Meet weekly/ monthly metrics related to service level, performance, and customer satisfaction.
• Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
• Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service.

Qualifications:

• The qualified candidate will have experience in verbally explaining complex information in concise terms to customers.
• High school diploma or equivalent required; college degree preferred but not required.
• Minimum three years Customer Service experience.
• Minimum two years technical support experience in a call center environment or proven technical ability.
• Ability to clearly communicate with a wide variety of customers.
• Ability to identify customer needs over the phone.
• Good interpersonal skills and a team player.
• Logical thinker who can follow standard operating procedures.
• Ability to problem solve with limited information.
• Positive attitude and a willingness to learn and grow.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).
• Familiarity with Salesforce and Salesforce tools.

• Past experience with a communications company in a customer service environment.

Physical Demands & Work Environment:

Primary functions require the ability to communicate over the phone effectively and clearly with individuals suffering from hearing loss. Must use provided headset for audio quality in our call center environment. Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone and keyboard and monitor requiring close vision. 

• Employees may experience the following physical demands for extended periods of time: 
• Sitting, standing, and walking (95-100%)  
• Keyboarding (70-90%)  
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%) 

Work Environment

100% Remote:  Work environment is at home.

Compensation: 

$18.00 to $20.00/hr with consideration to experience and geographical location.  Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
 
Intrigued to learn more? 

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like. 

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.    

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an Equal Opportunity Employer.