Virtual Customer Experience Advisor in Concord, NC at ACN Jobs

Effective Date: 2020-03-06

Job Snapshot

  • Employee Type:
    Regular Full-Time
  • Location:
    Concord, NC
  • Effective Date:

Job Description

As a Customer Experience Advisor, you would provide ACN customers with information and assistance via phone and eCare (chat/text) channels with clear and accurate information regarding company services, billing and retention. You would be 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 would help to build and maintain business relationship with customers by providing prompt and accurate service, promoting customer loyalty.   


Core Responsibilities include but are not limited to:   

· Responds 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 customer’s account accordingly  

· Maintain up to date product knowledge and provide technical assistance regarding ACN products and services  

· Review customer’s inquiries and be able to determine root cause and drive resolution  

· Ensure that all retention attempts have been performed before disconnecting a customer account  

· 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  

· Answer incoming calls and handle customer correspondence in a Call Center environment  

· Maintain a sense of urgency at all times  

· Provide accurate, up to date information pertaining to ACN products, policies and procedures  

· Handle customer correspondence and return mail according to departmental procedures  

· Identify and resolve issues pertaining to policy and procedures  

· May perform other duties as required  


What we’re looking for...  

You are positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer every time. You relate well to all kinds of people, listen attentively, and can hone in on the most important issues. You explain things easily, in ways that people can understand. You are tech-savvy and know how to use all of your skills to find solutions while focusing on one customer at a time.  


Knowledge, Skills and Abilities Required:  

· Maintain a sense of professionalism when responding or interacting with a customer/IBO via telephone/mail/eCare or ACN employee  

· Excellent verbal and written communication skills.  

· Basic knowledge of computer Operating Systems and PC Software skills – functional knowledge of excel, word, outlook.  

· Must be able to multitask  

· Attitude should be open to all changes involved in a rapidly evolving business.  

· Commitment to world class customer service.  

· Must interact with coworkers in a positive manner, follow directions and work rules and accept constructive feedback.  

· Must be able to sit for extended periods of time.  

· Must type 30 to 35 WPM  

· Strong PC skills including Microsoft office  

· Must be goal-oriented and accountable for daily operational activities  

· Take the extra mile to engage customers and ensure company success  

· Must be able to be self-directed as needed  

· Strong writing and verbal communication skills  


You’ll need to have:  

· High school diploma equivalent required  

· Two (2) years’ experience in customer service  

· Must be fluent in English and French  

· Experience with VoIP and DSL technologies is preferred  

· Experience in electronic messaging is preferred  

At-home resources/sills you need to have which meet the following requirements:  

· Dedicated quiet, private workspace away from household distractions with a door, desk and chair  

· Experience solving customer’s problems in a work-from-home environment (if you have handled billing and product questions, that is a plus!)  

· 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  

· Personal PC, meeting below minimum specifications  

· Stable High Speed Internet connection, meeting below minimum specifications  

· HD Webcam and 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