Customer Experience Representative
Location: US, TX, Austin
Department: Customer Experience
Employment type: Full-time
Required education: Bachelor's Degree
Industry: Nonprofit Organization Management
Function: Customer Service
Company profile: Why CSD?CSD is not only a great place to work, but also to learn, grow and give back to the community. Our organization is made up of talented, motivated people from diverse cultural, educational and professional backgrounds. We believe in teamwork, shared ideas, and creating solutions together while respecting individuality and innovation. We seek out people who want to see their ideas put into action, are committed to making a difference and who believe that more is possible! Who We AreHere, you will discover colleagues who have passion for our company, our community, customers and each other, and that are led by a team of outstanding people who believe that more is possible from each and every one of us. 
Description: The Customer Experience Representative is the company’s central touch point supporting multi-channel products and customer service response. This position provides administrative support for the Sales division, responds to customer and corporate inquiries, provides technical support for CSD products, and supports internal/outbound business development activities for the organization. In partnership with Business Development and Marketing teams, serves as the primary steward of our customer relationships, advocates CSD products and services, identifies ways to build relationships, engages our customers and community, and supports the expansion of the CSD brand in new and innovative ways.Essential FunctionsSupports Vineya and GoVineya database by entering orders, verifying data accuracy, and confirming ASL interpreter Vineya assignmentsResponds to helpdesk ticket issues and inquiries from payers, consumers, interpreters, and the general public via videophone / video conferencing, fax, text, IM, email, web, and social media forumsMonitors and responds to all inquiries received related to Vineya or other CSD products or services. Logs all service events and resolutions; escalates follow-up when required and routes to appropriate responder, as necessaryServes as CSD’s customer touch-point for consumer inquiries and encourages high-touch positive community relations and consumer feedbackSupports business development opportunities by educating consumers on CSD product features and enhancements during service interactions. Assesses inbound inquiries for marketing opportunities and refers potential prospects to the appropriate Business Development Account Representative.Creates and utilizes chat scripts and email templates to ensure clear consistent written response and effective routing communicationsFollows FAQs, procedures, escalation flows, problem-resolution checklists and other guides that promote consistent efficient service quality standardsParticipates in continuous training of technology and service delivery systems and stays current on CSD product and service updates that affect the consumer user experienceSupports other administrative duties and projects as assigned to optimally promote CSD as the premier service provider in our market niche
Requirements: High school diploma or equivalentBachelor’s degree in business, communications, public relations, marketing, or related field; or equivalent professional experienceTwo years of professional customer service experienceAble to communicate effectively in American Sign Language
Benefits: CSD offers a competitive benefits package for full-time employees. For a full list of benefits and perks, please visit the career page.Communication Service for the Deaf, Inc. is an Equal Opportunity Affirmative Action Employer and drug free and tobacco free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin, including individuals with a disability and protected veterans.
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