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Customer Support Advocate I, Accommodations

4 months ago

Iowa City, Iowa, United States ACT, Inc. Full time


Customer Support Advocate I, Accommodations

Job Locations

US-Remote Position | US-IA-Iowa City | US-KS-Lawrence | US-TX-Abilene | US-IL-Peoria | US-MN-Apple Valley | US-MO-Springfield | US-NE-North Platte | US-WI-Wausau | US-SD-Sioux Falls | US-ND-Bismarck...

Job ID

# of Openings

24

Category

Production & Product Delivery

Travel

No Travel Required

Overview

Overview

We recently announced some exciting news about the future of ACT. This announcement includes information about the unification of ACT and Encoura, a wholly owned ACT subsidiary, as well as about the investment in ACT from Nexus Capital Management.

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* 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.

We are seeking to add to our Customer Support team and are hiring Customer Support Advocates to support a broad base of customers who are seeking help with accommodation questions and issues by phone, chat, and email by using multiple systems. Creating the best possible customer experience is a high priority and we are looking for people to join the team who are passionate about customer service, are eager to help, and are 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: August 5, 2024

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 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.

Training: Training requires full-time hours of 8:30 a.m. to 5 p.m., Central Time Zone, Monday through Friday, for approximately 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.

Work Hours:

Full-time: Standard hours are 8:30 a.m. to 5:00 p.m.

Time Zone: All hours are Central Time Zone

Work Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m., with opportunities for additional hours on seven (7) Saturday test dates, multiple Tuesday test dates, and additional expanded hours during peak periods.

Equipment: ACT provides the technology (laptop, etc.) equipment needed for the position

Location: Remote

What you will be working on:

  • Resolve National and State and District inquiries from school officials, students, and caregivers by demonstrating understanding of 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, students, parents, and educators, who contact us primarily via phone, but also through chat and email
  • Determine when it is necessary to escalate customer concerns to the next level for resolution
  • Use multiple systems to find and update information. This will include a Customer Relationship Management (CRM) tool to maintain records of customer interactions, transaction, comments and complaints
  • Attend remote trainings, meetings and team activities

This could be the job for you if you have (minimum requirements):

  • At least one year of experience in a customer support environment utilizing technology for solving and investigating intermittently complex issues and inquiries
  • Ability to listen, seek understanding, and be responsive through clear and effective written and verbal communications; exude patience, demonstrate empathy and validation, and respect for customers, especially in emotionally charged situations
  • Ability to utilize multiple applications simultaneously while handling phone calls, emails and other requests, with high frequency during high volume periods, consistently throughout the day while maintaining a customer focus approach with each call
  • 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
  • Strong organizational skills
  • Ability to develop, maintain, and proactively manage positive working relationships with customers and team members and maintain positive attitude when challenges present
  • Ability to self-direct and independently and effectively resolve issues in a timely manner using sound judgment, critical thinking, decision-making, logical problem solving and influencing skills
  • Ability to be flexible and prioritize, working at a fast pace under pressure and tight deadlines, while maintaining positivity and high quality in all aspects of work
  • Ability to meet, and preferably exceed minimum productivity and quality metrics
  • Keyboarding skills that allow for information to be entered and accessed with accuracy and speed
  • Ability to have regular and reliable attendance
  • 50Mbps download and upload speed internet connection to successfully utilize required applications
  • High School Diploma, GED, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

It's a plus if you have:

  • Vocational training in mental health, education, or testing
  • Experience working with individuals with disabilities
  • Customer service experience in a call center environment
  • Experience working in the education industry
  • Experience with or knowledge of Customer Relationship Management platforms and tools


About ACT

ACT* is transforming college and career readiness pathways so that everyone can discover and fulfill their potential. Grounded in more than 65 years of research, ACT's* learning resources, assessments, research, and work-ready credentials are trusted by students, job seekers, educators, schools, government agencies, and employers in the U.S. and around the world to help people achieve their education and career goals at every stage of life.

Learn more about working at ACT at

*Impact Asset Corp., a Delaware Corporation and wholly owned indirect subsidiary of Gateway Impact Corp., a Delaware Public Benefit Corporation ("ACT")



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ACT is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. ACT values diversity in people and ideas and participates in E-verify. ACT's online position announcements are intended only to provide general descriptions of employment opportunities; none of the information provided for any position should be interpreted as a commitment by ACT to specific terms and conditions for employment.