Digital Customer Service Representative

Digital Navigator Customer Service Representative (DN CSR)

Part-Time | 20 Hours Per Week | $25.00 Per Hour

About Truconnected

Truconnected is a nonprofit organization committed to bridging the digital divide by helping individuals and families access affordable technology, Internet connectivity, digital skills training, and ongoing support.

We are seeking a compassionate, dependable, and technology-comfortable Digital Navigator Customer Service Representative (DN CSR) to assist California households with affordable Internet enrollment and basic digital-navigation support.

Position Summary

The Digital Navigator Customer Service Representative will serve as a frontline resource for households seeking affordable Internet service and digital-support resources.

This position will answer inbound calls, assist participants with identifying and enrolling in available low-cost Internet options, assess basic digital needs, provide referrals to digital-literacy resources, document outcomes accurately, and deliver excellent customer service.

The successful candidate will complete required Digital Navigator and Call Center training and certification before or during program onboarding.

Schedule

Part-Time: 20 hours per week

Coverage may be scheduled during the program's operating hours:

• Monday–Friday: 7:00 AM–7:00 PM
• Saturday: 9:00 AM–4:00 PM

The final weekly schedule will be established based on program needs and call-center coverage.

Compensation

$25.00 per hour

Required program training is paid.

Key Responsibilities

• Answer inbound calls from households seeking affordable Internet service.
• Provide friendly, respectful, patient, and professional customer service.
• Determine whether households may qualify as unconnected, underconnected, or in need of a more affordable Internet option.
• Explain available low-cost Internet plans clearly and accurately.
• Assist participants through Internet enrollment processes.
• Provide basic troubleshooting and digital-navigation assistance.
• Assess participants' basic digital-literacy needs.
• Refer participants to appropriate digital-literacy training and support resources.
• Help participants understand available low-cost computer and technology resources when appropriate.
• Follow approved scripts, customer-service standards, and program procedures.
• Accurately document calls, referrals, enrollments, and participant outcomes.
• Use required call-center and CRM platforms, which may include RingCentral, Invoca, HubSpot, and other approved systems.
• Protect confidential participant information and follow privacy and data-security procedures.
• Maintain accurate records and avoid duplicate reporting of participant outcomes.
• Participate in required staff meetings, coaching sessions, and program trainings.
• Meet established quality, attendance, schedule, and customer-service expectations.
• Follow up with participants when additional assistance is required.
• Escalate complex technical, eligibility, or customer-service matters to the appropriate team member.
• Support occasional community enrollment or outreach events when assigned.

Required Training

Selected employees must successfully complete required Digital Navigator Customer Service Representative training.

Training may include

• Digital Navigator fundamentals
• Customer-service standards
• Affordable Internet enrollment
• Digital-literacy assessment and referrals
• Privacy and data protection
• Call-center technology
• CRM documentation
• Accessibility and serving individuals with disabilities
• Program policies and procedures

Employees may be required to complete approximately 12 hours of formal Digital Navigator/Call Center training and successfully obtain the required program certification.

Minimum Qualifications

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Comfortable speaking with customers by telephone for extended periods.
• Basic knowledge of computers, Internet service, Wi-Fi, email, and mobile devices.
• Ability to learn new software and CRM systems quickly.
• Strong customer-service and problem-solving skills.
• Ability to communicate technical information in simple, understandable language.
• Strong attention to detail and documentation.
• Ability to maintain confidentiality.
• Dependable attendance and punctuality.
• Ability to work independently while following established procedures.

Preferred Qualifications

• Previous call-center or customer-service experience.
• Experience as a Digital Navigator, community health worker, case manager, customer-service representative, or community outreach worker.
• Experience working with low-income households, seniors, individuals with disabilities, immigrant communities, or other underserved populations.
• Experience with HubSpot, RingCentral, CRM systems, or call-center software.
• Experience assisting customers with Internet, telecommunications, or technology services.
• Bilingual or multilingual candidates are strongly encouraged to apply, including Spanish and other languages commonly spoken throughout California.

Skills We Value

• Patience
• Empathy
• Excellent listening skills
• Technology confidence
• Cultural awareness
• Problem solving
• Accuracy
• Reliability
• Professional communication
• Commitment to digital inclusion

Performance Expectations

Success in this role will be measured by a combination of

• Quality of customer service
• Accuracy of participant records
• Successful Internet enrollments
• Appropriate digital-literacy referrals
• Schedule adherence
• Call-handling quality
• Participant satisfaction
• Compliance with privacy and program requirements
• Completion of required training and certification

This is not simply a sales position.

The primary responsibility is helping households understand their options and successfully gain access to affordable, sustainable Internet and digital resources.

Equal Opportunity

Truconnected is committed to providing an inclusive and respectful workplace and encourages qualified applicants from diverse backgrounds and communities to apply.

Pay: $25.71 - $30.96 per hour

Benefits

• 403(b)
• Flexible schedule
• On-the-job training
• Referral program
• Work from home

Work Location: Remote