CaptionCall by Sorenson

Role Description The IT Service Management Administrator drives the administration, governance, integration, and continuous improvement of our enterprise IT Service Management (ITSM) environment and operational platforms. This role serves as the primary administrator and owner of Ivanti Neurons for ITSM and is responsible for the administration, configuration, governance, and continuous improvement of core IT Service Management processes including: - Incident Management - Major Incident Management - Change Management - Problem Management - Knowledge Management - Service Request Management - CMDB governance - Service Catalog management In addition to Ivanti, this role will provide administration and operational support for PagerDuty, Jira, and other Technology Operations platforms, ensuring effective integrations, automation, reporting, and operational alignment across the Technology organization. Qualifications - Minimum 4 Year / Bachelors Degree in Information Technology, Computer Science, Business, or equivalent professional experience. - 5 years Supporting enterprise IT Service Management environments. - 3 years Administering Ivanti Neurons for ITSM, Ivanti Service Manager, or comparable enterprise ITSM platforms. Requirements - Strong understanding of ITIL practices including Incident, Major Incident, Change, Problem, Knowledge, Service Request, Configuration, and Asset Management. - Experience administering enterprise operational platforms such as PagerDuty, Jira, Jira Service Management, or similar tools. - Experience configuring workflows, permissions, automation, notifications, dashboards, reporting, and platform integrations. - Experience supporting Service Desk, NOC, Infrastructure Operations, Service Operations, or Site Reliability Engineering (SRE) organizations. - Strong analytical, troubleshooting, reporting, and problem-solving skills. - Excellent communication, facilitation, documentation, and stakeholder management skills. Benefits - Paid Vacation Time and Paid Sick Time and Paid Holidays - 401k 6% match with immediate vesting - Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) - TeleDoc - HSA company match - 3 Medical plan options including a Low Deductible PPO Medical Plan Offering - Employee Assistance Program - Engaged Employee Resource Groups - Outstanding Learning and Career Development Opportunities Company Description 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 accessibility and inclusion 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 enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct. Equal Employment Opportunity: Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.

Role Description Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing! - Maintain and expand Sorenson's ASL sign dictionary — author new entries, review and update existing entries, document regional and register variants, and resolve disputed entries with the Lead. - Annotate ASL video using advanced gloss conventions, including classifier predicates (locative, instrument, semantic, body-part, and element classifiers), non-manual markers, role shift, and prosody. - Partner with AI/ML engineering teams to clarify linguistic requirements for training data, review model outputs for linguistic accuracy, and provide feedback on edge cases. - Review text-to-sign avatar output for ASL grammatical accuracy, naturalness, and cultural appropriateness; document issues using standardized rubrics. - Lead weekly linguistic calibration sessions; own gloss and classifier convention documentation and decision logs. - Mentor Sign Language Specialists during cross-functional rotations. - Maintain accurate records of annotation work, decisions, and edge cases in team tooling and documentation systems. Qualifications - Minimum of 4 Year / Bachelors Degree In ASL Linguistics, Deaf Studies, ASL Studies, Interpreting, Deaf Education, or related fields. - Preferred Graduate Degree In ASL Linguistics, Linguistics, Deaf Studies, Interpreting, Deaf Education, or a related field. Requirements - 3 Years of substantive professional ASL work (annotation, linguistics, interpreting, Deaf education, or comparable). - Bilingual in ASL in English, with the ability to produce and quality-assure professional English transcriptions from ASL source content. - Deep working knowledge of ASL linguistics — gloss conventions, non-manual markers, classifier predicates, role shift, and ASL grammar. - Active and informed participant in the Deaf community, with awareness of regional and generational ASL variation. - Experience producing or annotating ASL content for instructional, research, interpreting, or media purposes. - Strong written English for documentation, task specifications, and cross-team collaboration. - Comfortable working with computer-based annotation tools and learning new software. - Attention to detail, consistency, and a willingness to follow and improve standardized conventions. - Ability to work both independently and collaboratively with peer Specialists, the Lead, and engineering teams. - Proficiency with standard productivity and collaboration tools (Microsoft Office, Confluence, JIRA, or equivalent). - Positive attitude, team player, strong interpersonal communication skills, and able to work across research, engineering, and business departments. Benefits - Full time Benefits - Paid Vacation Time and Paid Sick Time and Paid Holidays - 401k 6% match with immediate vesting - Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) - TeleDoc - HSA company match - 3 Medical plan options including a Low Deductible PPO Medical Plan Offering - Employee Assistance Program - Engaged Employee Resource Groups - Outstanding Learning and Career Development Opportunities Working Conditions and Physical Requirements - Able to travel up to 5% of the time. - Able to sit/stand for long periods of time in an office or remote work environment. - Dexterity of hands and fingers to operate a computer keyboard, mouse, and related tools. - Regular and predictable attendance required. Apply today! www.sorenson.com/company/careers/ Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.

Role Description Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing! Essential Duties and Responsibilities - Review ASL content for training applicability - Transcribe ASL content to English - Annotate sign language video content, adding linguistic labels and metadata to raw video - Help build and refine the team’s sign language dictionary - Validate AI-generated sign output for linguistic correctness, naturalness, and cultural appropriateness - Provide sign-language consultation to other Sorenson teams as needed Supervisory Responsibility This position has no supervisory responsibilities. Travel Requirements Travel Requirements: Less than 25% Education - Minimum 4 Year / Bachelors Degree In ASL Linguistics, Deaf Studies, ASL Studies, Interpreting, Deaf Education, or related fields Experience - 2 Years of substantive professional ASL work (annotation, linguistics, interpreting, Deaf education, or comparable) Knowledge, Skills, and Abilities Required - Bilingual in ASL and English, with the ability to produce and quality-assure professional English transcriptions from ASL source content - Working knowledge of ASL linguistics, including familiarity with gloss conventions and non-manual markers - Experience producing, translating, or quality-assuring captioned, transcribed, or translated ASL content - Comfortable working with computer-based tools, transcription tooling, and AI-augmented workflows; willingness to learn new software - Attention to detail, consistency, and willingness to follow and improve standardized conventions - Ability to work both independently and collaboratively with peer Specialists, Senior Specialists, the Lead, and engineering teams - Proficiency with standard productivity and collaboration tools (Microsoft Office, Confluence, JIRA, or equivalent) - Positive attitude, team player, strong interpersonal communication skills, and able to work across research, engineering, and business departments Preferred - American Sign Language as a primary or native language - Prior captioning, subtitling, or transcription experience — particularly ASL-to-English work - Background as a Deaf bilingual professional or as a graduate of Gallaudet, RIT/NTID, or a comparable ASL/Deaf-focused program - Active and informed participant in the Deaf community, with awareness of regional and generational ASL variation - Certification as a Deaf Interpreter (CDI) for asynchronous transcription or translation work - Familiarity with annotation tools such as ELAN, CVAT, or similar platforms - Experience working with AI/ML teams, technology companies, or research groups that generate sign language data - Familiarity with PSE, SEE, and other North American signing varieties Working Conditions and Physical Requirements - Able to travel up to 5% of the time - Able to sit/stand for long periods of time in an office or remote work environment - Dexterity of hands and fingers to operate a computer keyboard, mouse, and related tools - Regular and predictable attendance required Benefits - Full time Benefits - Paid Vacation Time and Paid Sick Time and Paid Holidays - 401k 6% match with immediate vesting - Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) - TeleDoc - HSA company match - 3 Medical plan options including a Low Deductible PPO Medical Plan Offering - Employee Assistance Program - Engaged Employee Resource Groups - Outstanding Learning and Career Development Opportunities Pay Range Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation. * Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

Role Description 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. - 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. Qualifications - High School Diploma or GED or equivalent work experience. Requirements - Must have a solid comprehension of and ability to use computers in an MS Windows environment. - Successfully interact with multiple computer interfaces and be able to multi-task. - Professional and courteous telephone and electronic communications presence. - Ability to write simple correspondence, and effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. - Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. - Good active listening skills, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. - Must be fluent in spoken English. Benefits - Full time Benefits - Paid Vacation Time and Paid Sick Time and Paid Holidays - 401k 6% match with immediate vesting - Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) - TeleDoc - HSA company match - 3 Medical plan options including a Low Deductible PPO Medical Plan Offering - Employee Assistance Program - Engaged Employee Resource Groups - Outstanding Learning and Career Development Opportunities Company Description 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 accessibility and inclusion 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 enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct. Equal Employment Opportunity: Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.

Role Description Sorenson Communications is seeking a Customer Success Manager (CSM) to support Enterprise customers utilizing accessibility and language service solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting, and speech translation services. This role serves as a strategic partner to enterprise clients by ensuring successful onboarding, adoption, utilization, retention, and growth of Sorenson’s communication accessibility solutions. The ideal candidate is customer-focused, proactive, collaborative, and passionate about helping organizations create inclusive communication experiences for employees and customers. The Customer Success Manager will act as the primary post-sale point of contact for enterprise accounts and will work cross-functionally with Sales, Operations, Scheduling, Interpreter Management, Technical Support, and Finance teams to deliver exceptional customer experiences. Qualifications - Minimum 4 Year / Bachelor’s degree or equivalent work experience. - Minimum 7+ years of experience in Customer Success, Account Management, Client Services, or Enterprise Support. Requirements - Experience managing enterprise or B2B customer relationships. - Strong communication, presentation, and relationship-building skills. - Ability to manage multiple accounts and priorities in a fast-paced environment. - Experience conducting customer business reviews and executive-level communications. - Strong organizational skills and attention to detail. - Proficiency with CRM systems such as Microsoft Dynamics or similar platforms. Benefits - Successful onboarding and adoption of enterprise services. - High customer satisfaction and retention rates. - Timely resolution of customer concerns and escalations. - Increased utilization and growth within assigned accounts. - Consistent delivery of QBRs, reporting, and strategic account planning. Essential Duties and Responsibilities - Customer Relationship Management: - Serve as a primary point of contact for assigned enterprise customers. - Build and maintain strong relationships with customer stakeholders, decision-makers, and operational contacts. - Conduct regular business reviews, account check-ins, and service performance discussions. - Develop a deep understanding of customer business objectives, workflows, accessibility needs, and communication requirements. - Ensure customers receive timely communication, issue resolution, and proactive support. - Customer Onboarding & Adoption: - Lead onboarding activities for new enterprise customers, including implementation, coordination, training, and service education. - Help customers successfully adopt Sorenson Enterprise solutions including: - Video Remote Interpreting (VRI) - On-demand interpreting services - On-site interpreting - Speed translation services - Coordinate customer training sessions and provide best practices for maximizing service utilization. - Support customer adoption of enterprise platforms and scheduling workflows. - Account Success & Retention: - Monitor customer health, usage trends, service quality metrics, and engagement levels. - Identify risks to customer satisfaction or retention and develop action plans to address concerns proactively. - Partner with internal teams to resolve operational, technical, scheduling, or billing issues. - Advocate for customer needs internally while balancing operational capabilities and business objectives. - Drive customer retention and long-term partnership growth. - Strategic Account Support: - Conduct Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and recurring service reviews with enterprise customers. - Analyze service data and customer feedback to identify opportunities for optimization and process improvement. - Collaborate with Sales teams on account growth opportunities, renewals, and expansion discussions. - Support enterprise customers with accessibility strategy recommendations and communication solution planning. - Cross-Functional Collaboration: - Work closely with Operations, Interpreter Scheduling, Workforce Management, Technical Support, Finance, and Sales teams to ensure seamless customer experiences. - Escalate critical customer issues appropriately and drive resolution through completion. - Maintain accurate customer records, account notes, and activity tracking within CRM systems. Working Conditions and Physical Requirements - This role may be required to travel and attend face-to-face meetings and Sorenson sponsored events. - Primarily work from office or home office. - Must be able to sit for extended periods of time while working on a computer and communicating via video phone. Disclaimer This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence. Apply today! www.sorenson.com/company/careers/ Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.

Role Description Sorenson Communications is seeking a Customer Care Manager to support customers utilizing accessibility and communication solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting, and speech translation services. This role serves as a primary customer support resource for enterprise, education, and health care clients by assisting with onboarding, account management, billing inquiries, scheduling support, technical troubleshooting, and general customer service needs. The ideal candidate is highly customer-focused, detail-oriented, organized, and capable of managing multiple priorities in a fast-paced environment. The Customer Care Manager will work closely with customers and internal departments to ensure timely issue resolution, smooth service delivery, and a positive customer experience throughout the customer journey. Qualifications - 4 Year/Bachelor’s Degree or equivalent work experience. - 7+ years of experience in Customer Support, Customer Care, Account Coordination, Client Services, or related roles. Requirements - Excellent written and communication skills. - Excellent organizational skills and attention to detail. - Ability to manage multiple tasks and priorities simultaneously. - Strong problem-solving and customer service skills. - Experience using CRM or ticketing systems such as Microsoft Dynamics, Salesforce, Zendesk, or similar platforms. - Proficiency with Microsoft Office applications. Benefits - High levels of customer satisfaction and responsiveness. - Timely resolution of customer inquiries and support requests. - Accurate account management and billing support. - Successful onboarding experiences for enterprise customers. - Strong collaboration across operational and support teams. - Positive customer relationships built through consistent communication and follow-through. Company Description 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 accessibility and inclusion 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 enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. - We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

Role Description Sorenson Communications is looking for interpreters who are excited to provide high-quality service to our communities. The Assessment Rater position is integral to the recruiting process by providing the first level of quality assurance for our interpreting teams. The Assessments Rater reports to the Director of Assessments and is responsible for analyzing the work of interpreter applicants. Employees in this role collaborate to provide objective and reliable evaluations of interpreter performance in order to recommend hiring eligibility, job placement, and/or performance feedback. The Assessments Rater provides holistic and/or diagnostic feedback to interpreters for the purpose of ongoing skill development. Additionally, rating team members provide technical support for remote filming and assist in the development of new source materials. Essential Duties and Responsibilities - Review interpretation samples and analyze skills and errors following Sorenson’s rating methods - Compile and provide constructive feedback to interpreters in a professional and positive manner - Support team members with peer mentoring and information sharing - Provide technical troubleshooting assistance - Assist with the scripting, video production, norming, and maintenance of source materials - Support other teams as needed, e.g. QA calls, interpreting, mentoring, presenting - Successfully and promptly complete assigned tasks, duties, and projects - Other duties as assigned Qualifications - Native or native-like American Sign Language and English fluency - Advanced knowledge of linguistics and interpretation - Ability to analyze interpreting samples and identify patterns of errors and skills - Knowledge of current interpreter best practices and codes of conduct - Positive attitude, team player, good interpersonal communication skills, and able to positively represent Assessments and Sorenson Communications - Ability to work under pressure, meet tight deadlines, and adapt to change - Ability to follow instructions and work independently in a fast-paced environment, without onsite supervision - Must be organized, detail-oriented, and have strong problem-solving skills - Ability to effectively work in Microsoft Office 365 with a strong working knowledge of Outlook, Excel, and Word - Experience with Zoom, Microsoft Teams, and SharePoint preferred Requirements - CDI, NAD IV, NAD V, CI, CT, CSC, NIC, NIC Advanced, NIC Master, BEI Advanced, BEI Master, or equivalent (Required) - 10+ years of professional interpreting experience (Preferred) - 5+ years of experience in rating, mentoring, teaching ASL, or teaching ASL interpreting (Preferred) - Bachelor’s degree or equivalent experience in a field related to ASL, Deaf Studies, or Sign Language Interpreting (Preferred) - Experience in providing feedback to interpreters (Preferred) Other General Requirements/Additional Notes - Must be able to work remotely with high-speed internet that meets company requirements - Must be able to work some weekend hours as needed - Occasional travel may be required - This position has access to highly confidential, sensitive information relating to the employees, applicants, customers, and technologies of Sorenson Communications. It is essential that the individual possesses the requisite integrity to maintain the information in the strictest confidence. Physical Demands - Dexterity of hands and fingers to operate a computer keyboard, mouse, and tools, and to handle other computer components - Visual acuity to see text and objects on a computer screen - Ability to look at a computer screen for extended periods of time with occasional breaks - Ability to sit for extended periods of time with occasional breaks - Must be able to satisfy requirements for a drug screen and criminal background check to qualify for employment Equal Employment Opportunity Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and heard-of-hearing. Help make a difference! CaptionCall is looking for a caring, customer service oriented Installer/Trainer with a passion for helping people with hearing loss communicate with the world! This hands-on position has the privilege of individually training our customers on how to enrich their lives using the CaptionCall phone. This individual must enjoy working with a variety of people in their homes. The schedule is flexible and it's the perfect position for people who like to work independently. This is a full-time position with potential for career growth and advancement. - Cell phone and tablet provided - Mileage reimbursement - Remote field work - Hourly rate plus piece rate - $10.70 to 20.62 (Based off location and experience) Essential Duties and Responsibilities - Install and troubleshoot CaptionCall phones - Courteously train customers on how to use the phone and its features - Promote the CaptionCall service - Assist Outreach Specialist with lead generation activities as needed - Guide other CaptionCall activities and make recommendations for expanding the breadth and reach of the business - Ability to meet or exceed Installer/Trainer expectations and maintain established goals set forth by department management - Complete service calls as assigned - Accurately maintain customer records - Complete required reports and submit invoices and feedback on customer interactions - Retrieve and clean phones of former customers - Maintain adequate inventory of equipment and supplies in order to service customers - Adapt to new responsibilities as necessary - Other duties as assigned Supervisory Responsibility - This position has no supervisory responsibilities. Education Minimum: High School Diploma or GED Experience Preferred Experience: - Basic computer knowledge and experience - Sales experience - Experience working in the hearing health field - Experience working with senior citizens Knowledge, Skills, and Abilities - Provide excellent customer service - Ability to effectively communicate in English through reading, writing, speaking and listening - Ability to work evenings and weekends as needed - Ability to drive and travel via air as needed - Ability to tailor to unique needs of individual customers - Must be reliable, organized and punctual - Ability to adapt to constantly changing environments Working Conditions and Physical Requirements - Able to sit/ stand for a long period of time in an office environment - Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components - Regular and predictable attendance required. 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 accessibility and inclusion 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 enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct. Disclaimer This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence. Apply today! https://sorenson.com/company/careers/ Equal Employment Opportunity: CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer. #CaptionCall

Role Description Help make a difference! CaptionCall is looking for a caring, customer service-oriented installer/trainer with a passion for helping people with hearing loss communicate with the world! This hands-on position is responsible for enriching lives by installing the CaptionCall phone for our customers and training them how to use it to communicate over the telephone with confidence. - Enjoy working with a variety of people in their homes. - Flexible schedule, perfect for those who like to work independently. - Part-time position with potential for career growth and advancement. Pay Range: Hourly + Piece Rate - $12.22 to 19.52 (Based off location and experience) - Current Piece Rate: - $25/successful installation - $25/successful priority service call - $15/successful service call Essential Duties and Responsibilities - Install and troubleshoot CaptionCall phones in customers’ homes. - Courteously train customers on how to use the phone and its features. - Promote the CaptionCall service. - Assist with lead generation activities as needed. - Guide other CaptionCall activities and make recommendations for expanding the breadth and reach of the business. - Meet or exceed Install/Trainer expectations and maintain established goals set forth by department management. - Complete service calls as assigned. - Accurately maintain customer records. - Complete required reports and submit invoices and feedback on customer interactions. - Retrieve and clean phones of former customers. - Maintain adequate inventory of equipment and supplies in order to service customers. - Represent CaptionCall at various events as assigned. - Adhere to strict compliance policies set by the company. - Maintain confidentiality of sensitive customer information. - Adapt to new responsibilities as necessary. - Other duties as assigned. Qualifications - Minimum: High School Diploma or GED. - Provide excellent customer service. - Ability to effectively communicate in English through reading, writing, speaking, and listening. - Ability to work evenings and weekends as needed. - Ability to drive and travel via air as needed. - Ability to tailor to unique needs of individual customers. - Must be reliable, organized, and punctual. - Must be able to work independently. - Ability to adapt to constantly changing environments. - Experience working with senior citizens. - Basic computer knowledge and experience. Requirements - Daily driving is required. Must have a reliable, licensed and insured vehicle available at all times. - Possess and maintain a valid driver license. - Maintain a good driving record. - Able to sit/stand for a long period of time in an office environment. - Able to transport installation equipment into a customer’s home. - Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and handle other computer components. - Regular and predictable attendance required. Benefits - Mileage Reimbursement. - Tablet Provided. - Phone Provided. - Growth Opportunities. - Part-time. - 401k 6% match with immediate vesting. - TeleDoc, Dental/Orthodontia, and Vision Insurance. - Employee Assistance Program. - Engaged Employee Resource Groups. - Outstanding Learning and Career Development Opportunities. Company Description 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. - One of the world’s leading language services providers. - Combines patented technology with human-centric solutions. - Strives to increase diversity, equity, inclusion, and accessibility for underrepresented people. - Committed to expanding opportunities for underserved communities while promoting an inclusive workplace.

***** Must be fluent in American Sign Language (ASL). ***** This position is open to candidates residing in all states with the exception of California, New Mexico, Colorado, and Arizona. Job Summary Customer Service Agents are responsible for answering calls through videophone from Sorenson personnel and customers nationwide. Duties include account management, giving basic customer support, troubleshooting, and providing training to customers on products and services to achieve a high-level of customer satisfaction. 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. Essential Duties and Responsibilities - Provide support to existing and potential customers with a range of answers to questions including but not limited to account, new product installation, and general questions. - Promote company products, features, and services. - Provide a friendly and supportive customer experience. - Resolve issues received through email, videophone, live chat, and other contact methods. - Provide support for the functionality and features of all applicable products and services. - Follow department policies and procedures. - Ensure compliance with FCC regulatory requirements related to the service. - Complete other duties and projects as assigned. Supervisory Responsibility This position has no supervisory responsibilities. Travel Requirements Less than 25%. Education Required: High School diploma or better Experience Minimum Years of Experience Description: 1 Customer Service or equivalent experience. Knowledge, Skills, and Abilities - Must be fluent in American Sign Language (ASL). - Candidate must have professional and courteous phone and electronic communications presence. - Candidate must have the ability to write simple correspondence, the ability to effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization. - Good customer service and knowledge of principles and processes for providing customer services. This includes customer needs assessments, meeting quality standards for services, and evaluation of customer satisfaction. - Strong active listening skills, able to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. - Able to complete work assignments independently or with minimal supervision and guidance. - Must be able to manage cases and time effectively. - Must be detail oriented and proficient at multitasking. - Strong adaptability and capacity to work in fast-paced environments. - Employees must have a solid basic comprehension and application with using computers in an MS Windows environment. - Must be able to type 45+ wpm. - Positive attitude, team player, good interpersonal communication skills, and able to work across company departments. Working Conditions and Physical Requirements - Punctual and reliable attendance. - Ability to sit and/or stand at a desk and work with a computer for extended periods of time. - Ability to sign using ASL for extended periods of time. - Ability to lift and move equipment 30-50lbs. - Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required. - At home employees require a high-speed internet connection and a confidential working space with a desk and chair. - Workstation must have an Ethernet connection. Disclaimer This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence. Apply today! www.sorenson.com/company/careers/ Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.