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Customer Service Representative

2 months ago

Rochester, New York, United States Sorenson Communications Full time

**Job Summary:**

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Sorenson Communications. As a VRS Agent, you will be responsible for providing exceptional customer service to individuals nationwide through videophone or chat.

**Key Responsibilities:**

  • Answer calls and chats from Sorenson Trainers and customers, verifying and updating information in our database.
  • Complete call description tickets for each call received, ensuring accurate and detailed records.
  • Provide customers with additional training and education on Sorenson products and services, promoting our offerings and features.
  • Schedule service appointments between customers and Trainers when applicable, ensuring seamless communication and coordination.
  • Demonstrate exceptional problem-solving abilities and training capabilities, developing these traits in others.

**Requirements:**

  • Must be knowledgeable about the VRS application, FCC regulations, and Sorenson Communications policies and procedures.
  • Must be able to follow department policies and procedures, adapting to new and changing policies as needed.
  • Promote Sorenson products and services, helping customers transition to our platform from other providers.
  • Must be able to work fast, efficiently, and accurately, with a strong focus on customer satisfaction.
  • Show an ongoing willingness to accept additional duties as assigned by manager.

**Preferred Qualifications:**

  • Multi-tasking skills required, with the ability to handle multiple calls and chats simultaneously.
  • Possess excellent cognitive skills, with a strong attention to detail and ability to learn quickly.
  • Fluency in American Sign Language (ASL) and written English, or spoken and/or written English with a strong understanding of ASL.

**What We Offer:**

  • A dynamic and supportive work environment, with opportunities for growth and development.
  • A competitive salary and benefits package, including medical, dental, and vision coverage.
  • A comprehensive training program, ensuring you have the skills and knowledge needed to succeed in this role.