IBO Support Specialist - Call Center

ACN COMMUNICATIONS SERVICES LLC•Charlotte, NC

3h•Onsite

About The Position

IBO Support Specialist 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.

Requirements

Excellent written and verbal communication skills.
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.
Familiarity with chat platforms, telephony systems, and basic computer operations.

Nice To Haves

Additional education or certifications in customer service or business administration is a plus.
Previous experience in a customer service role, preferably in a call center or customer support environment.
Experience working with independent business owners or in a similar capacity is highly desirable.

Responsibilities

Answer an average of fifty incoming calls from IBOs per day.
Monitor and respond to incoming live chat requests from IBOs efficiently and accurately, meeting departmental goals.
Address multiple chat inquiries simultaneously while maintaining professionalism and a sense of urgency, especially for IBOs seeking repeated resolutions.
Direct IBOs to appropriate resources and online tools for information related to their role.
Maintain current knowledge of ACN products and services, offering technical assistance when needed.
Address IBO inquiries about subscriber services, products, billing, and general information, providing accurate and up-to-date details about ACN products, policies, and procedures.
Identify and resolve issues related to policies, procedures, and compensation plans.
Offer assistance in locating pertinent information using ACN's online tools and maintain current product knowledge.
Accurately complete all necessary forms and documentation.
Review and determine the root cause of IBO inquiries, driving resolution effectively.
Work collaboratively with team members and other departments to achieve common goals and improve IBO support.
Perform other duties as assigned.