Client Care Specialist

About ClearCaptions

Since our founding in 2011, ClearCaptions' mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services, please visit clearcaptions.com.

Position Summary for Client Care Specialist

The Client Care Specialist will work in a customer service environment responding to inbound customer assistance and general inquiries related to our caption service. This includes account maintenance and training. This is a Remote/Work from Home position reporting to the CEX Operations Supervisor.

What You Will Do

• Handle inbound phone contacts and chat services daily.
• Respond to and manage all customer inquiries effectively.
• Provide feature training for ClearCaptions products and services.
• Achieve weekly/monthly metrics for service level and satisfaction.
• Manage customer contacts within Salesforce CRM.
• Adhere to standard operating procedures for data capture.
• Perform general account maintenance, updating customer records and features.
• Ensure customer satisfaction with our essential service.

The Kind Of People We Look For

• Versatile individuals thriving on variety and challenge.
• Excited about working in a fast-paced environment.
• Innate problem solvers growing in a flexible, collaborative culture.
• Proactive innovators who take initiative and push boundaries.
• Talented individuals with a growth mindset and strong relationship skills.
• Aligns with company core values: Integrity, Accountability, Collaboration, Service, Quality.

Qualifications

The qualified candidate will have experience in verbally explaining complex information concisely to customers. A high school diploma or equivalent is required; a college degree is preferred.

• Minimum three years of Customer Service experience.
• Basic telephony troubleshooting experience.
• Customer installation support experience.
• Minimum two years of technical support in a call center or proven technical ability.
• Ability to communicate clearly with diverse customers.
• Skilled at identifying customer needs over the phone.
• Good interpersonal skills and a strong team player.
• Logical thinker who can follow standard operating procedures.
• Ability to problem-solve with limited information.
• Positive attitude and eagerness to learn and grow.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills.
• Able to handle multiple priorities and demanding timeframes.
• Collaborative, creating a high-quality, results-driven team environment.
• Demonstrated discretion, sound decision-making, and confidentiality.
• Reliable and predictable attendance is essential.
• Proficient in MS Office and modern communication tools (e.g., MS Teams).
• Familiarity with Salesforce and Salesforce tools.
• Past experience with a communications company in customer service.

Physical Demands & Work Environment

Primary functions require effective and clear phone communication with individuals suffering from hearing loss. Employees must use a provided headset for audio quality in our call center environment. Physical ability and mobility to regularly stand or sit for prolonged periods and use a tablet, cell phone, and keyboard/monitor requiring close vision.

Employees may experience the following physical demands for extended periods:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone (70-90%)

Work Environment: 100% Remote (Work from home).

Compensation

Compensation for this Client Care Specialist role ranges from $18.00-$20.00/hr, determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Key skills/competency

• Customer Service
• Technical Support
• Salesforce CRM
• Communication Skills
• Problem Solving
• Account Management
• Telephony Troubleshooting
• Senior Care
• Captioning Technology
• Relationship Building