Customer support representative Jobs in Salt Lake City, UT

Job Summary

We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential

customers on a broad range of questions. Customer Support is a telephone team where spoken English

is used to communicate with customers.

Essential Duties and Responsibilities

• Educate customers and potential customers on CaptionCall services.
• Provide a friendly and supportive customer experience via inbound / outbound calls and emails.
• Work with customers to successfully complete over the phone account registrations and Assisted Installs.
• Answer questions and assist interested individuals with download of the CaptionCall mobile applications.
• Work with account management teams to answer general questions and assist with lead generation.
• Support Trainer team with the completion of service calls and in person assisted installs.
• Assist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely manner.
• Assist with the review and attachment of necessary Customer verification documentation.
• Assist with ad hoc projects and call campaigns in support of the project management team.
• Cross train on Centralized Scheduling to support the scheduling of appointments after hours.
• Manage and respond to emails submitted to the Customer Support and Marketing mailboxes.
• Respond to and manage posts and direct messages that come into social media platforms including Facebook, Youtube, etc.
• Respond to customers and trainers reaching out via chatbot.
• Work closely with other Customer Care departments to ensure complete case resolution.
• Participate in ongoing Customer Service training as provided by Management teams.
• Assist with the documentation and escalation of compliments, complaints, and refund requests.
• Assist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service calls.
• Closely follow all team processes to ensure compliance with company policies.
• Agree to and maintain strict consumer confidentiality.
• Completion of other duties and projects as assigned.

Supervisory Responsibility

Travel Requirements

Education

Knowledge, Skills, and Abilities

Working Conditions and Physical Requirements

Disclaimer

Apply today!

Equal Employment Opportunity :

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.