Videophone Customer Care Agent, Tier 1 (Remote)

**\*\*\*\*\* Must be fluent in American Sign Language (ASL). \*\*\*\*\*** **This position is open to candidates residing in all states with the exception of California, New Mexico, Colorado, and Arizona.** **Job Summary** **Customer Service Agents are responsible for answering calls through videophone from Sorenson personnel and customers nationwide. Duties include account management, giving basic customer support, troubleshooting, and providing training to customers on products and services to achieve a high\-level of customer satisfaction.** **Company Summary** *Our Mission*…Harnessing the power of language, we connect diverse people and enrich the human experience. *Our Vision*…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. As one of the world’s leading language services providers, Sorenson combines patented technology with human\-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over\-video and in\-person sign language and spoken language interpreting, translation, real\-time captioning, and post\-production language services. Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority\-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees. **Essential Duties and Responsibilities** * Provide support to existing and potential customers with a range of answers to questions including but not limited to account, new product installation, and general questions. * Promote company products, features, and services. * Provide a friendly and supportive customer experience. * Resolve issues received through email, videophone, live chat, and other contact methods. * Provide support for the functionality and features of all applicable products and services. * Follow department policies and procedures. * Ensure compliance with FCC regulatory requirements related to the service. * Complete other duties and projects as assigned. **Supervisory Responsibility** This position has no supervisory responsibilities. **Travel Requirements** Less than 25%. **Education** Required: High School diploma or better **Experience** Minimum Years of Experience Description: 1 Customer Service or equivalent experience. **Knowledge, Skills, and Abilities** * Must be fluent in American Sign Language (ASL). * Candidate must have professional and courteous phone and electronic communications presence. * Candidate must have the ability to write simple correspondence, the ability to effectively present information during one\-on\-one and small group situations with customers, clients, and other employees of the organization.