The English/ASL Customer Support Representative works closely with other team members to provide outstanding customer service by answering questions, handling complaints and troubleshooting problems with different products and services in spoken English. They listen to customers to understand the reason for their calls, address all questions or complaints, and provide an accurate and efficient response. They also make outbound calls to follow up on leads and inquiries, provide updates and ensure customer satisfaction. The English/ASL Customer Support Representative interacts with and replies to inquiries in customer service, sales, or technical support via different means of communication, including but not limited to voice and video conferencing, phone, email and/or instant messaging/chat.

Essential Functions

Answer audio/voice calls to support customers in spoken English
Provide support to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, making sales calls, collecting potentially sensitive information and performing surveys
Respond efficiently to customers and develop relationships with them by ensuring that they feel supported and valued
Provide guidance in the application process for various programs as needed
Utilize multiple software, databases, scripts and tools appropriately and often simultaneously
Input complete and detailed notes of all customer interactions in a timely manner
Attend team meetings and training sessions that are exclusively communicated in ASL
Consistently follow established standards of customer service delivery
Stay current with new and/or updated reference material or announcements pertaining to the job and adapt customer communication to reflect any changes
Other duties as requested