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by Chris Durst Jan. 16, 2025
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ACT, a college and career readiness solutions company, has posted a Remote Customer Support Advocate job to their careers page.
Start Date: February 18th, 2025
In this role, you will provide quality front-line customer service by handling high volume inbound phone and email contacts. You will be providing support for a variety of customers including education and business customers.
Applicants should have at least 1 year of customer service experience in a call center environment; basic experience using office productivity software tools (such as Microsoft Office) or other computer technologies; familiarity with multiple web browsers (Microsoft Edge, Chrome, Firefox, Safari) utilizing multiple tabs, window navigation and Internet messenger tools; and excellent keyboarding skills with both speed and accuracy being critical.
The posted starting pay rate for the Remote Customer Support Advocate job is $16 per hour. They also provide a comprehensive benefits package.
ACT will provide a computer, but you will need to provide reliable, secure internet.
Remote from anywhere within the Continental United States!
Following are excerpts from the Remote Customer Support Advocate job posting:
ACT is hiring a remote full-time Customer Support Advocate I position to provide quality front-line customer service by handling high volume inbound phone and email contacts. The team provides customer service support for a variety of customers including education and business customers. Creating the best possible customer experience is a high priority. We are looking for someone to join the team who is passionate about customer service, eager to help, and is looking for challenging and rewarding work. Collaboration and communication with others on the team and in other parts of the organization is critical to success.
Start Date: February 18th, 2025
Compensation & Benefits
Starting Pay is $16/hour with step increases in pay available based on performance. We want our team members to have the well-being and confidence they need to do their best work, in an environment where both they and ACT thrive. To support this, our total rewards approach include company paid life insurance, medical, dental, vision, flexible spending accounts, 401(k) with company contributions, paid holidays, paid time off, and so much more. You can find a comprehensive list of our benefits here.
Work Schedule: Monday to Friday, 10:30 a.m. to 7:00 p.m. Central Time
Training
Training Schedule: Monday to Friday 8:00 a.m. to 4:30 p.m. Central Time
Training is paid and requires full-time hours of 8:00 a.m. to 5:00 p.m., Central Time Zone, Monday through Friday, for approximately the first four weeks. Training is an important component of helping individuals be successful in these positions and is provided to learn the systems, approach, processes and policies needed to be able to respond to our customers. New hires do not start taking live calls until the training is complete. Additionally, a support team is available to help where needed during and beyond training.
Location: Remote from anywhere within the Continental United States, or in-person from our Iowa City, IA headquarters or a hybrid option.
Equipment/Internet:
ACT provides the technology equipment (laptop, etc.) needed for the position; employees must provide reliable, secure internet with at least 50 mbps download and 10-15 mbps upload speeds that allows for calls to be taken and that supports the transfer of information and access to ACT’s systems.
A Day in the Life – Remote Customer Support Advocate:
- Inbound and outbound customer service interactions (approximately 15-20 calls/day) with the goal of one call resolution. This involves asking meaningful questions and using problem resolution skills to clarify the customer’s issue, determine the cause of the problem, selecting, and explaining the best solution, expediting correction or adjustment, following up to ensure resolution and documenting tickets.
- Determine when it is necessary to escalate customer concerns and execute a seamless transition to next level for resolution.
- Use a Customer Relationship Management (CRM) tool to enter and maintain records of customer interactions, transactions, comments, and complaints.
About You:
- At least 1 year of customer service experience in a call center environment
- Basic experience using office productivity software tools (such as Microsoft Office) or other computer technologies
- Familiarity with multiple web browsers (Microsoft Edge, Chrome, Firefox, Safari) utilizing multiple tabs, window navigation and Internet messenger tools
- Excellent keyboarding skills with both speed and accuracy being critical
- Ability to develop and maintain positive working relationships with customers and team members, and to proactively manage customer relationships
- Must be able to meet standard performance metrics with willingness to receive improvement coaching and implement recommended actions to show demonstrated improvement
- Ability to multi-task and prioritize under pressure
- Self-motivated with willingness and ability to learn
- Ability to listen, seek understanding and respond through clear, effective oral and written communication with customers and within the organization
- Ability to handle phone calls, with high frequency during high volume periods, consistently throughout the day while maintaining a customer focus approach with each call
- Ability to be flexible and adapt; manage change and navigate positively in an environment experiencing change at a fast pace
- Ability to effectively resolve issues in a timely manner using sound judgment, logical problem solving and influencing skills
- Strong organizational skills with the ability to effectively prioritize
- Regular and reliable attendance
- Skills and knowledge required for success in this position attained through experience and education (High School diploma), or a combination of both
Preferred Qualifications:
- Advanced fluency with Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Experience working in the education industry highly desirable
- Experience with or knowledge of Customer Relationship Management platforms and tools
HOW TO APPLY
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CLICK HERE for full details and to apply for this Remote Customer Support Advocate position. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, join our free Telegram channel. Good luck as you make your work from home plans a reality!
