Virtual Customer Experience Advisor Bilingual in Concord, NC at ACN Jobs

Effective Date: 2020-01-07

Job Snapshot

  • Employee Type:
  • Location:
    Concord, NC
  • Effective Date:
    2020-01-07

Job Description

COMPANY SUMMARY: ACN is one of the world’s largest direct sellers of telecommunications, energy and other essential services, headquartered in Concord, 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! 

JOB SUMMARY: 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:  

  • 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 M
  • 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 in both English and French 
  • 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) 

  

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:
    • Operating systems: minimum of 64 bit , Windows 7 & 10
    • Supporting browsers: Google Chrome
    • Hard drive: 60 GB
    • Memory: 4 GB or more
    • CPU Speed: 2.8 GHz or more
    • USB: USB 2.0 / 3.0
  • Meeting the below minimum internet requirements:
    • Connection type: High speed internet, Hardwired with Ethernet cable (no usb or wireless connections)
    • Connection speed: +9MBps average
    • Upload: +4MBps average
    • Download: +5MBps average
    • Maximum latency threshold: 90 milliseconds (ms) or less