Job Description

ADA Customer Agent (Contact Center) - Remote

Be the next:

ADA Customer Agent (Contact Center)

Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.

Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Service Representative, you will contribute to Premier NX's success by meeting our client's service levels.

Come join us!

Why Work with Us:

We are a place for people who love to help people. We provide customer service to some of the nation's most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer's life, at every single opportunity.

We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.

An ADA Customer Agent is a customer service professional who helps ensure that people with disabilities receive equal access to services, communication, and accommodations in accordance with the Americans with Disabilities Act (ADA).

The ADA Customer Agent assists customers, clients, or members of the public who require accessibility accommodations. The role ensures requests are handled respectfully, efficiently, and in compliance with ADA guidelines and company policies.

Requirements

What You Will Be Responsible for as an ADA Customer Agent:

• Respond to customer inquiries related to accessibility and disability accommodations
• Coordinate services such as:
  • interpreters (ASL or language access)
  • captioning or relay services
  • alternative document formats (large print, Braille, audio)
• Assist customers experiencing accessibility barriers with products, services, websites, or facilities
• Document ADA accommodation requests in case management systems
• Escalate complex accessibility issues to ADA coordinators or compliance teams
• Educate customers on available accessibility options and services
• Handle complaints related to discrimination or lack of accessibility
• Ensure all interactions follow ADA guidelines and company policy
• Maintain confidentiality and sensitivity in all disability-related communications

We Need People Who Are Great at:

• Customer service or call center experience
• Strong communication and active listening skills
• Ability to handle sensitive situations with empathy and professionalism
• Basic knowledge of ADA principles or willingness to learn
• Strong documentation and data entry skills
• Familiarity with CRM systems (e.g., Salesforce, Zendesk, ServiceNow)

What You Will Need:

• Experience working with people with disabilities or in accessibility services
• Knowledge of assistive technologies (screen readers, captioning tools, etc.)
• Bilingual communication skills
• Conflict resolution or de-escalation training
• Empathy and patience
• Attention to detail
• Problem-solving
• Cultural sensitivity and inclusivity
• Professional communication

 What We Offer:

• Competitive compensation and benefits.
• Opportunity to work with a global organization serving international clients.
• Professional growth and development opportunities.
• Collaborative, inclusive, and performance-driven culture.