[Remote-Position] Customer Support Advocate I

Are you ready to drive results and define an industry? Join us as a Customer Support Advocate I! This is a fully Remote role, offering you the flexibility to work from anywhere. This position requires a strong and diverse skillset in relevant areas to drive success. Your contribution will be valued, with a compensation package starting at a competitive salary.

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Overview At ACT Your Work Makes a Difference Education has power – a power that changes lives forever. It creates opportunities that lift up individuals, their families, and sparks societal change that echoes through generations to come. From our grassroots we have fought the good fight for equity in education, and we remain devoted to helping anyone who struggles to access that power. This is what matters to us and we must do better -- we’ve never been more sure of our purpose. 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. Start Date: February 18th, 2025 Starting Pay is $16/hour with step increases in pay available based on performance. We want our team members to have the well-being and confidence they need to do their best work, in an environment where both they and ACT thrive. To support this, our total rewards approach include company paid life insurance, medical, dental, vision, flexible spending accounts, 401(k) with company contributions, paid holidays, paid time off, and so much more. You can find a comprehensive list of our benefits here. Work Schedule: Monday to Friday, 10:30 a.m. to 7:00 p.m. Central Time Training Schedule: Monday to Friday 8:00 a.m. to 4:30 p.m. Central Time Training is paid and requires full-time hours of 8:00 a.m. to 4:30 p.m., Central Time Zone, Monday through Friday, for approximately the first four weeks. Training is an important component of helping individuals be successful in these positions and is provided to learn the systems, approach, processes and policies needed to be able to respond to our customers. New hires do not start taking live calls until the training is complete. Additionally, a support team is available to help where needed during and beyond training. Location: Remote from anywhere within the reputed company United States, or in-person from our Iowa City, IA headquarters or a hybrid option. Equipment/Internet: ACT provides the technology equipment (laptop, etc.) needed for the position; employees must provide reliable, secure internet with at least 50 mbps download and 10-15 mbps upload speeds that allows for calls to be taken and that supports the transfer of information and access to ACT’s systems. A Day in the Life: • Inbound and outbound customer service interactions (approximately 15-20 calls/day) with the goal of one call resolution. This involves asking meaningful questions and using problem resolution skills to clarify the customer’s issue, determine the cause of the problem, selecting, and explaining the best solution, expediting correction or adjustment, following up to ensure resolution and documenting 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. About You: • At least 1 year of customer service experience in a call center environment • Basic experience using office productivity software tools (such as reputed company Office) or other computer technologies • Familiarity with multiple web browsers (reputed company 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, and to proactively manage customer relationships • Must be able to meet standard
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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