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Form of workJob Description
Advanced Call Center Technologies (ACT) is looking for energetic, motivated individuals to join our rapidly growing team of Customer Experience Representatives. In this role, you will be the voice of the company, using your people skills and knowledge to solve problems and make a difference in our customers’ lives. You will receive paid, hands-on training in valuable computer skills, negotiation techniques, interpersonal communication and business processes. ACT offers a positive company culture with many opportunities for advancement – more than 90% of our leadership team started as Customer Experience Reps!
Working at ACT is more than just a job – it’s an opportunity to join something bigger. As an employee-owned company, employees have a path to becoming shareholders and co-owners in the company. When you join ACT, you are taking control of your future and benefiting directly from our company’s success. You will be personally rewarded for your contributions as our company shares grow in value.
We offer:
· Opportunities for promotion
· Flexible schedules
· Tremendous bonus opportunities
· Fantastic supervisors and a positive environment
· Employee Ownership Program – a company paid, long-term benefit
· Healthcare and other benefits for you, your spouse, and/or children after 90 days
· Paid time off and paid holidays after 90 days
Position Summary:
We will empower you to provide best in class service! Customer Experience Representatives use their excellent communication and interpersonal skills with customers. In this role you will receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Experience Representatives are problem solvers with good negotiation skills who are self-driven and motivated to meet individual service and sales goals.
Essential Duties and Responsibilities:
· Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
· Maintains confidentiality; Listen to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
· Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds quickly and effectively to customer questions.
· Multi tasks to document while speaking with the consumer.
· Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. Meets clients’ specific quality standards.
· Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
· Is consistently at work and on time
· Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
· Other duties as requested by management
Minimum Qualifications
Must be able to successfully pass criminal background check and obtain Fingerprint clearence.
Data entry and basic computer skills
Previous Call Center or similar Customer Service experience preferred
Detail orientated
Strong written and verbal communication skills
Ability to work in a fast-paced environment with changing objectives
Customer Service skills
Data analytics
Research oriented
Education: High School diploma or GED.
We offer:
· Opportunities to advance within
· Tremendous bonus opportunities
· Fantastic Supervisors and a Positive environment
· Employee Owned- You will become an employee owner, once qualifications met to participate!
· Affordable benefits for you, your spouse, and/or children after 90 days
· Paid time off and paid holidays after 90 days
Join a team where your work matters. We treat each interaction as an opportunity to strengthen loyalty to the clients we serve. You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP) -- an added long-term savings benefit that is completely paid for by ACT. The ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer. At Advanced Call Center Technologies (ACT), we are 100% owned by our employees. When our company does well, our employees share in the rewards through our Employee Stock Ownership Plan (ESOP.)
In this role you will directly supervise 10-25 agents in a call center production environment. ACTs ideal leaders are problem solvers with good negotiation skills who are self-driven and motivated to meet company service and client goals. This position will require excellent communication both in English and Spanish, interpersonal skills, and the ability to coach and mentor a strong sales team to deliver best in class results for our clients.
Essential Duties and Responsibilities
Monitors associates real-time productivity to achieve production and revenue goals.
Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.
Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
Ensures associates adhere to company and client policies and standards.
Tracks and reports the associates daily performance and productivity.
Monitors and maintains work volume statistics.
Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.
Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.
Assists in determining work procedures, prepares work schedules, and expedites workflow.
Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
Completes and presents associate’s annual performance appraisals.
Conducts job candidate interviews and makes hiring decisions with assistance from Recruiting.
Minimum Qualifications
Previous Experience Managing a Sales Team in a Call Center Environment
High School diploma or GED
Prior Call Center/ BPO experience
Must be able to successfully pass criminal background check
Excellent communication skills
MS office proficiency
*Join our Talent Network by texting ACTTODAY to 51893*
~CB
ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge
Job Type: Full-time
Salary: $15.00 per hour
Benefits:
401(k)
Dental insurance
Health insurance
Life insurance
Vision insurance
Schedule:
8 hour shift
Day shift
Evening shift
Holidays
Monday to Friday
Weekend availability
Supplemental pay types:
Monthly bonus
Application Question(s):
Education:
High school or equivalent (Required)
Job Type: Full-time
Salary: $15.00 per hour
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Evening shift
Monday to Friday
Weekend availability
Education:
High school or equivalent (Required)
Work Location: One location
