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
Skills Required
- High school diploma or equivalent
- 6–12 months of previous customer service experience
- Familiarity with or ability to learn accessible telecommunications equipment and access options
- Knowledge of resources for deaf, deaf-blind, and hard-of-hearing populations
- Language, social, and cultural sensitivity when engaging diverse populations
- Customer-relations skills
- Excellent oral, visual, and written communication skills
- Multitasking, organizational, record-keeping, and time-management skills
- Computer knowledge, including database work and MS Office operations
- Ability to maintain confidentiality
What We Do
Communication Service for the Deaf, Inc. (CSD) is a private, nonprofit organization dedicated to creating and providing technologies and services that benefit the deaf and hard of hearing community. Its mission is to promote the general welfare, educational, moral, material, and social interests of the deaf and hard of hearing, offering accessibility solutions and innovative tools to ensure they can fully participate in society and reach their full potential.
