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Job Details

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. 

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. 

For more information about our services please visit clearcaptions.com. 

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.

The kind of people we look for:    

• Versatile people who thrive on variety and challenge.   
• Excited about working in a fast-paced environment.   
• Innate problem solvers who want to grow in a flexible, collaborative culture.   
• Takes initiative, pushes boundaries, motivated to innovate.   
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills.   
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.   

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. 
• Basic telephony troubleshooting experience.
• Customer installation support 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-$20.00/hr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. 

Job Details