Bilingual Contact Center Support Specialist

Job Description

Job Description

Job Summary

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: Monday-Friday 2:00-11:00 pm

Job Duties

• 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.

Required Skills and Abilities

• Excellent written and verbal communication skills.
• Bi-lingual in Spanish 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.

Working Environment

• Onsite employees – As a condition of your employment with ACN, Inc, you will be required to work onsite at our designated office or facility. When considering this position, please be aware that you will be expected to perform your duties at our physical location as outlined in your offer of employment, We understand circumstances may require temporary remote work arrangements and exceptions may be granted on a case-by-case basis. However, it’s essential for candidates to understand that the standard expectations is to work onsite.
• Schedule: Monday-Friday 2:00-11:00 pm
• The position may require occasional travel for continuing education, training or support.

Physical Requirements:

Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions on a case-by-case basis.

• To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.
• The physical demands described here are representative of those indicative of a typical corporate office. environment. This includes prolonged periods of sitting at a desk and working on a computer.
• Required to stand periodically; walk, hear, listen, talk, and visually see.
• Use hands to finger, handle, or feel; the ability to reach with hands and arm.
• The ability to lift up to 15 pounds at times.

Security Training Requirement:
Please be aware that this position requires successful candidates to complete mandatory security training during their onboarding process. Security training is essential to our commitment to maintaining a secure work environment, protecting sensitive information, and ensuring the safety of our personnel. The specifics of the required security training will be communicated during the onboarding process. If you are prepared to fulfill this training requirement and are enthusiastic about contributing to our organization's security culture, we invite you to apply for this position.

Federal and State Disclaimer

ACN is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ACN observes the Workers Fairness Act in South Carolina, protecting employees and applicants for employment with medical needs arising from pregnancy, childbirth or medical conditions related to pregnancy or childbirth This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.