Work from Home - Customer Experience Advisor - Bilingual French/English in Concord, NC at ACN Jobs

Date Posted: 6/8/2018

Job Snapshot

Job Description

ACN is one of the world’s largest direct sellers of telecommunications, energy and other essential services. Headquartered outside of Charlotte, North Carolina, we have global operations in 25 countries and have been rapidly growing since being founded in 1993.  We are a privately-held, growth-oriented company that embraces entrepreneurial thinking, quick action, spirit, and teamwork!

We currently are looking for motivated work from home customer service professionals with a focus on solving problems and doing whatever it takes to make a difference to every customer every time.

Do you relate well to all kinds of people, listen attentively, and can hone in on the most important issues? Are you able to explain things easily in ways that people can understand? Are you tech-savvy and know how to use all of your skills to find solutions while focusing on one customer at a time?

If you’re self-motivated, disciplined and resourceful, our at-home virtual agent role may be perfect for you!

Job Description

As a 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

•         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 be Bilingual (English/French Canadian)

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

Job 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

Minimum

Operating Systems:

•         64bit

•         Windows 7 & 10

 Supported Browsers:

•         Google Chrome

Hard Drive:

•         40 GB or more available space

•         60 GB of total space

Memory:

•         4 GB or more

CPU Speed:

•         2.8 GHz or more

USB

•         USB 2.0 / 3.0

Internet Requirements

Minimum

   

Connection Type:

•         High Speed Internet Service

•         Hardwired with Ethernet Cable CAT5/CAT6

•         NO USB connections

•         NO WIRELESS connections

Connection Speed:

•         +9MBps avg.

Upload-

•         +4MBps avg.

Download-

•         +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

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