Customer Experience Advocate

4 days ago

Austin, Texas, United States Aceable Full time
About This Role

Aceable is seeking a highly skilled Customer Experience Advocate to join our CX Team. As a key member of the team, you will be responsible for ensuring customer issues are addressed, questions are answered, and quality standards are met for each interaction. You will strive to make each contact and call a positive experience for our customers, providing exceptional service and support.

Key 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
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
  • Reside in one of the following locations: California, Colorado, Massachusetts, Mississippi, Nebraska, New Jersey, North Carolina, Texas, Utah, and Washington
  • A suitable remote working environment with reliable internet connection and distraction-free, quiet area for calls is required
Bonus Points
  • Chat/Text support experience
  • Bilingual (additional pay differential may apply)
About Aceable

Aceable is a mobile education platform designed to create affordable, engaging, and convenient online courses available across mobile devices. Built by former teachers, NASA engineers, and those passionate about education, our team is obsessed with helping people reach their life goals and milestones through online certification.

After launching our first mobile app to provide accredited driver's ed courses, Aceable expanded into real estate education and most recently entered into healthcare education. Aceable serves hundreds of thousands of students per month, but we need your help to tackle our vision of serving millions of students per month.

Aceable has been awarded as one of the Best Places to Work in Austin for multiple years running by numerous entities, such as the Austin Business Journal, BuiltInAustin, and EqualOcean. We actively work to foster a creative, collaborative, and diverse culture whose overall mission is to impact as many student-lives as possible.

About the CX Team

The Aceable Customer Experience Team is the first point of contact for our students. We are a creative, problem-solving, and results-driven team who deliver excellent customer service through thorough and clear resolutions for every student. We have a passion for pursuing growth through training, coaching, and learning new skills.

Aceable Perks
  • 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
  • Our own space on the top floor of a downtown Austin building with free parking
  • Weekly lunch, a fully stocked fridge, and plentiful snacks
  • Company events and activities (holiday events, happy hours, volunteering)
  • #PursueGrowth Reimbursement ($600 per year for full-time employees)
  • Free Roadside Assistance subscription
  • Passionate teammates excited to help you succeed and learn

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