Customer Advisor (San Francisco)

DescriptionSupports 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.RequirementsWorks 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 servicesProvides troubleshooting and technical support for equipment malfunctions and/or usage problemsMaintains the program database logging service records to comply with programmatic administration and reporting requirementsCoordinates with providers to resolve customer complaintsWorks closely with Field Advisors to request and schedule field visits as appropriateProvides complete and accurate notes on all customer interactions, ensuring the accuracy of program files and processes in accordance with state contract requirementsPlaces outbound calls as neededMaintains compliance with all company, contractual, and state policies and standardsMaintains professionalism with customers, peers, and managementAcknowledge and adhere to all DDTP Privacy Policy and Information Security protocolsOther job duties as assignedTo 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 equipmentFamiliarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing populationAbility to utilize language, social, and cultural sensitivity to engage with California’s diverse populationsFavorable 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 vendorsExcellent oral, visual, and written communication skillsSuperior multi-tasking, organizational, record-keeping and time-management skillsComputer knowledge of database work and MS Office operationsHighest regard for confidentialityQualificationsA minimum of High School diploma or equivalent6 – 12 months of previous customer service experienceFluency in Mandarin or ASL (preferred)

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