Remote Customer Experience Support Advocate

Summary

Join Aceable as a Customer Experience Advocate to ensure customer issues are addressed, questions are answered, and quality standards are met on each call or contact.

Requirements

• 1 year customer service or relevant experience
• Availability for weekend and/or evening work
• Ability to handle calls, chats, emails, and texts from students for 80% of your day
• Ability to listen to and understand the needs of each customer, de-escalate when needed, and provide productive solutions for customers
• Ability to type at a steady pace (40+ WPM)
• Ability to open web browser and navigate multiple tabs simultaneously
• Strong customer focus and desire to create delight for our students
• Effective and clear verbal and written communication, including proper grammar
• Organizational skills; detail- and quality-oriented
• Impeccable time management and ability to handle a dynamic environment with multiple deadlines

Responsibilities

• Ensure customer contacts are addressed, questions are answered, and quality standards are met for each interaction
• Strive for first call resolution and a positive customer service experience as you conduct inbound and outbound calls, chats, and emails
• Stay current and informed on product updates, new tools, and changes along with departmental processes while continually looking for ways to improve
• Accurately document all customer interactions within our customer database
• Pursue growth by participating in coaching and training sessions
• Identify and escalate situations requiring urgent attention to the appropriate resources

Benefits

• Competitive total rewards (base salary + bonus/stock options, if applicable)
• 401k match
• Robust medical, dental, and vision benefits
• Generous paid time off programs + 19 paid holidays per year
• Flexible work schedule
• Wellness programs