Careers >> Communication Assistant - Customer Service
Communication Assistant - Customer Service
Summary
Title:Communication Assistant - Customer Service
ID:1230
Location:Baton Rouge, LA
Application Deadline:N/A
Description
Division:  Relay

Reports to:  Relay supervisor
  
Position summary:  This position is responsible for relaying text telephone and voice telephone calls to and from people who have hearing loss or difficulty speaking.  All calls must be relayed verbatim and all call content must be held in strict confidence.
  
Essential functions:
  • Conveys messages of all types to TT users from voice users and vice versa.
  • Enters and reads type written text on a standard computer monitor and keyboard.
  • Adheres to strict confidentiality rules and standards.                       
  • Stresses quality in all work situations.                                            
  • Works a variety of shifts.                                                   
  • Types accurately while keeping pace with the voice party.
  • Learns and adheres to proper Relay procedures.
  • Adheres to and uses written procedural language.   
  • Relays calls in a conversational manner using voice inflection, speech patterns, tone of voice, and user intent.
  • Relays correct phrasing by waiting for the TT user to type complete sentences before voicing.
  • Sees situations from the relay user’s point of view.             
  • Acts in a pleasant and patient manner at all times when dealing with relay users.
  • Understands directions and information given by the relay user.
  • Uses common sense approaches to handling situations.                 
  • Gives concise and accurate information to the relay user.    
  • Understands all concepts, techniques and requirements of the job.
  • Uses “down time” to review procedures and languages, and to construct tools to help understand and reference procedures and languages.
  • Offers solutions and options when presenting problems or concerns to supervisors.
  • Displays a willingness to make necessary adjustments as we change or add services to relay.
  • Handles crisis and emotional upset in a professional manner.
  • Resolves conflict directly, quickly and completely and discuss unpleasant issues with courtesy and tact.
Other responsibilities: 
 
  • Arrives on time to all scheduled shifts.                                                                 
  • Works well without constant supervision.              
  • Volunteers for extra hours when needed.
  • Actively participates in training events including Communications Assistants meetings and seminars offered by the company.
  • Works well as a team member.                                                       
  • Performs similar work related duties as assigned.
 
Preferred education, experience, and skills:
 
  • Must be 18 years of age or older.
  • High school diploma or equivalent is required.
  • Ability to type a minimum of 60 words per minute typing speed with 95% accuracy.
  • Ability to read, write, speak, hear, and understand English.
  • Ability to read and interpret information on a standard computer monitor.
  • Proficiency with computer keyboards and terminals and a basic understanding of computer terminology.
  • Strong communications skills, including verbal, written and interpersonal skills.
This opening is closed and is no longer accepting applications
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