Virtual Customer Experience Advisor Bilingual-French/Spanish in Concord, NC at ACN Jobs

Date Posted: 8/31/2018

Job Snapshot

  • Employee Type:
  • Location:
    Concord, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

JOB SUMMARY:   As a Virtual Customer Experience Advisor with ACN, you will provide our customers with information and assistance via phone and eCare (chat/text) channels with clear and accurate information regarding company services, billing and retention.  You are the first point of customer contact for general inquiries like pricing, products – such as local/long distance, VoIP service, and Internet products, so providing accurate information and solutions to customer inquiries while exhibiting world class customer service support is critical. You build and maintain business relationships with our customers by providing prompt and accurate service, promoting customer loyalty.


Core Responsibilities include but are not limited to:

  • Respond to customer inquiries about subscriber services, products, billing, and general information and provide accurate and up to date information pertaining to ACN products, policies and procedures via telephone or eCare channels and in a manner consistent with ACN policies, procedures, quality, standards, customer needs and applicable local, state/province and federal procedures
  • Document customers’ accounts accordingly
  • Review customer inquiries and determine root cause and drive resolution
  • Ensure that all retention attempts have been performed before disconnecting a customer account
  • Maintain up to date product knowledge and provide technical assistance regarding ACN products and services
  • Handle email customer correspondence and return email according to departmental procedures
  • Accurately completing all necessary forms and documentation
  • Ensure excellent customer experience while maintaining department goals and standards
  • Maintain a sense of urgency
  • May perform other duties as required

Knowledge, Skills and Abilities Required:

  • Professionalism when responding or interacting with a customer/IBO via telephone/mail/eCare or ACN employee
  • Demonstrated ability to self-manage in a remote work environment including setup of self-provided computer equipment and ongoing proactive, skilled and effective management of your home Internet network, PC and connections.
  • Demonstrated self-discipline, flexibility, time management, resourcefulness and ability to work collaboratively with leaders and a team, all from a remote work environment
  • Excellent verbal and written communication skills.
  • Strong PC Skills and knowledge of Operating Systems; functional knowledge of excel, word, outlook.
  • Must be able to multitask
  • Attitude should be open to all changes involved in a rapidly evolving business.
  • Must interact with coworkers in a positive manner, follow directions and work rules and accept constructive feedback.
  • Must be able to sit or stand for extended periods of time.
  • Must type 30 to 35 WPM
  • Must be goal-oriented and accountable for daily operational activities
  • Must Bilingual (English/French Canadian/Spanish)
Other Requirements:

  • High school diploma or equivalent required
  • Two (2) + years’ experience in customer service
  • Experience solving customer problems in a work-from-home environment (experience with billing and product questions is a plus!)
  • Experience in electronic messaging
  • Experience with VoIP and DSL technologies is preferred

In-Home and Technical Requirements

  • Dedicated quiet, private workspace away from household distractions with a door and desk for equipment
  • Stable High-Speed Internet connection, meeting below minimum specifications
  • HD Webcam
  • Dual Monitor Set Up (It can be a laptop screen with a second monitor)
  • Smartphone device with stable service (Windows, Android, or iOS)
  • Noise Cancelling USB Headset (suggest Logitech USB Headset H390 with Noise Cancelling Mic)
  • Personal PC, meeting below minimum specifications

PC Requirements




Operating Systems:

  • 64bit
  • Windows 7 & 10
 Supported Browsers:

  • Google Chrome
Hard Drive:

  • 40 GB or more available space
  • 60 GB of total space

  • 4 GB or more
CPU Speed:

  • 2.8 GHz or more

  • USB 2.0 / 3.0
Internet Requirements


Connection Type:

  • High Speed Internet Service
  • Hardwired with Ethernet Cable CAT5/CAT6
  • NO USB connections
  • NO WIRELESS connections
Connection Speed:

  • +9MBps avg.

  • +4MBps avg.

  • +5MBps avg.
Maximum Latency Threshold:

  • 90 milliseconds (ms) or less






















*Operating System must be presented in (US English Language)

*User account must have Local Administrative Rights to PC

*User must have an authentic copy of windows with a valid MS Product Key


OPTIMAL Settings for Home ISP Router (NOT required)


Quality of Service (QOS)- To prevent voice quality issues due to voice and data competing for same bandwidth please configure network router settings (QOS) as follows:

  • UDP/5060 – Priority: High
  • UDP/6060 – Priority: High
  • UDP/16384 to 32768 – Priority: High

Note: If your router has an Application Layer Gateway (ALG) function, please disable.  Also, we recommend you disable Stateful Packet Inspection (SPI) function, if applicable.



  • The employee must occasionally lift and/or move up to 10lbs.
  • Specific vision abilities required by this job include close vision
  • The employee is regularly required to talk and hear
  • The person in this position needs to occasionally move about inside the office

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.


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