Customer Support Advocate I

ACT • Iowa City, IA

354d • $16

About The Position

ACT Education Corp. team members are part of an organization dedicated to an important mission: Helping people achieve education and workplace success. Advancing the mission internally, by helping team members achieve education and workplace success of their own, is core to our values. ACT values a diverse workplace and is committed to fostering an inclusive, equitable environment in which every team member has an opportunity to grow. 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.

Requirements

• 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.
• Ability to proactively manage customer relationships.
• Must be able to meet standard performance metrics with willingness to receive improvement coaching.
• 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.
• Ability to handle phone calls, with high frequency during high volume periods.
• Ability to be flexible and adapt; manage change and navigate positively in a fast-paced environment.
• Ability to effectively resolve issues in a timely manner using sound judgment and logical problem solving.
• 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.

Nice To Haves

• 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.

Responsibilities

• Inbound and outbound customer service interactions (approximately 15-20 calls/day) with the goal of one call resolution.
• Ask meaningful questions and use problem resolution skills to clarify the customer's issue.
• Determine the cause of the problem, select, and explain the best solution.
• Expedite correction or adjustment, follow up to ensure resolution and document 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.

Benefits

• Company paid life insurance.
• Medical, dental, vision insurance.
• Flexible spending accounts.
• 401(k) with company contributions.
• Paid holidays.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees