Customer Support Advocate I
ACT

San Francisco, California

This job has expired.


Overview

We are seeking to fill Customer Support Advocate I positions supporting our State and District customers, as we strive to fulfill our mission of helping people achieve education and workplace success.

Positions are scheduled to start on January 10, 2022, with training and resources provided to learn the systems and information needed to be able to respond to our customers. Team members do not start taking live calls until the training is complete and there is a support team available to continue to help where needed.

Starting Pay is $16/hour with competitive benefits and generous paid time off.

The Customer Support Advocate I provides quality, front line customer service by handling inbound phone, chat, and email contacts from our customers through to resolution or, when needed, to escalation. In this role, you will work to resolve customer issues in a way that reduces their effort and values their time. We are looking for people to join our team who are passionate about customer service, want to fix problems, and are excited to take on new challenges.

Preference is to have these positions located at the ACT Headquarters in Iowa City, Iowa with team members working either full-time onsite or a combination of onsite and remote upon successful completion of training and demonstrated competency of customer service support. We are also considering more tenured candidates who will work 100% remote.

Standard hours are either 8 am to 4:30 pm or 8:30 am to 5 pm, Monday through Friday and expanded hours during peak periods. We are especially looking for individuals with Monday through Friday availability between 8:00 am to 4:30pm or 8:30 am and 5:00 pm Mountain or Pacific Time Zones, regardless of your location in the U.S.

What you will be working on:

  • Resolves customer inquiries by clarifying the customer's issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
  • Provide solutions for our customers -- educators at the state, district, and local school level - who contact us via phone, chat, and email
  • Determine when it is necessary to escalate customer concerns to next level for resolution
  • Use a Customer Relationship Management (CRM) tool to maintain records of customer interactions, transaction, comments, and complaints.
This could be the job for you if you have (minimum requirements):
  • At least 1 year of experience that focuses on positive customer engagement and support, helping others be successful, building customer relationships and/or experience in an educational type of setting
  • Basic experience using office productivity software tools (such as Microsoft Office) or other computer technologies
  • Familiarity with multiple Web browsers (Internet Explorer, Chrome, Firefox, Safari), utilizing multiple tabs, window navigation, and Internet messenger tools
  • Collaboration - ability to develop and maintain positive working relationships with customers and team members, and to proactively manage customer relationships
  • Initiative - uses self-starter approach, ability to multi-task, proactively anticipates and acts on information and details needed, completes tasks with little to no direction
  • Communication - ability to listen, seek understanding, and be responsive through clear and effective communication skills with customers and within the organization as well; ability to handle phone calls, with high frequency during high volume periods, consistently throughout the day
  • Change management - ability to be flexible and adapt; manage change and navigate positively in an environment experiencing change at a fast pace
  • Ability to effectively resolve issues in a timely manner using sound judgment, critical thinking, decision-making, logical problem solving and influencing skills
  • Strong organizational skills with the ability to effectively prioritize and multi-task
  • If you aren't at work, our customers don't get the support they need - regular and reliable attendance is essential
  • High School Diploma, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
It's a plus if you have:
  • Fluency in Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Customer service experience in a call center environment
  • Experience workingin the education industry
  • Experience with or knowledge of Customer Relationship Management platforms and tools
Your Work Makes a Difference

ACT team members are part of an organization dedicated to an important mission: Helping people achieve education and workplace success.

Everything we do contributes to this mission, including team member events, professional development resources, community outreach opportunities and solid benefit offerings. Helping team members achieve education and workplace success of their own advances the ACT mission on a daily basis.

You will be joining a newly structured team that includes both remote and on-site team members. This team works with team members and leaders across the department and organization with a focus on providing the very best learning opportunity for the students, parents, and educators we support.

We seek to mirror the diversity of our student population to better understand how we can provide support through their scholastic journey and are looking for talented, committed individuals to join these teams and help us deliver our products and services to our many customers across the U.S. and around the world.
About ACT

When ACT was founded in 1959, it disrupted the assessment industry with a new approach to helping students better understand their readiness so they could take steps to improve it. By leveraging our expertise and authority in assessment and research, we will again disrupt the industry-helping more people learn, better measure their progress, and improve their navigation through life's transitions.

More than ever before, ACT is fulfilling its mission of helping people achieve education and workplace success. We're doing it by pushing the boundaries of learning innovation through the work of our people, who we call team members because we're all in this together.

We know transformation does not come without challenge. That's why ACT invests in a variety of experiences for team members to strengthen their connections, explore ideas, learn from customers, and celebrate success.

Learn more about working at ACT at act.org!


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