IBO Contact Center Support Specialist Bi-Lingual

ACN COMMUNICATIONS SERVICES LLC

16d

About The Position

ACN Contact Center Support Specialists provide ACN Independent Business Owners (IBOs) with clear and accurate information regarding company services and products, commission structures, and policies and procedures. This role is responsible for supporting IBOs in accordance with ACN's policies, procedures, quality standards, and applicable local, state, and federal regulations. Schedule: 2:00 pm - 11:00 pm

Requirements

Excellent written and verbal communication skills.
Bi-lingual in French required.
Strong problem-solving and critical thinking abilities.
Ability to multitask and manage time effectively.
Patience and empathy when dealing with difficult situations.
Strong organizational skills and attention to detail.

Responsibilities

Call Handling: Answer an average of twenty-five incoming calls from IBOs per day.
Live Chat Monitoring: Monitor and respond to incoming live chat requests from IBOs efficiently and accurately, meeting departmental goals- average of 10 incoming chats per day.
Customer Interaction: Address multiple chat inquiries simultaneously while maintaining professionalism and a sense of urgency, especially for IBOs seeking repeated resolutions.
Resource Guidance: Direct IBOs to appropriate resources and online tools for information related to their role.
Product Knowledge: Maintain current knowledge of ACN products and services, offering technical assistance when needed.
Inquiry Response: Address IBO inquiries about subscriber services, products, billing, and general information, providing accurate and up-to-date details about ACN products, policies, and procedures.
Issue Resolution: Identify and resolve issues related to policies, procedures, and compensation plans.
Technical Assistance: Offer assistance in locating pertinent information using ACN's online tools and maintain current product knowledge.
Documentation: Accurately complete all necessary forms and documentation.
Root Cause Analysis: Review and determine the root cause of IBO inquiries, driving resolution effectively.
Team Collaboration: Work collaboratively with team members and other departments to achieve common goals and improve IBO support.
Additional Duties: Perform other duties as required.