POSITION DESCRIPTION:
Supports the Broadband Technology Opportunities Program (BTOP) by taking incoming calls and transferring the calls to the appropriate Customer Support Specialist.  

ESSENTIAL FUNCTIONS:

• Process inbound contacts through a variety of media including videophone, TTY, fax, E-mail, or written correspondence and routes to the appropriate internal contact.
• Accepts customer inquiries regarding program information, providing complete and accurate details
• Accurately documents all customer interactions
• Complies with all company and program procedures at all times
• Meets all customer expectations and company performance standards
• Maintains excellent attendance and performance in accordance with company policies
• Maintains professionalism with customers, peers, and management
• Performs other duties as assigned by Center Manager

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent, College degree strongly preferred.
• One to three years of previous customer service experience
• Fluency in American Sign Language required
• Knowledge and experience in communicating via TTY
• Knowledge and experience in communicating via VRS utilizing American Sign Language
• Strong communication skills (written, spoken/signed)
• Evenings, weekends, and holiday availability required
• Strong computer skills required

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