Remote Call Center Agent

About the position

The Remote Call Center Agent position at ACD Connect is a part-time role that involves handling incoming customer calls, addressing inquiries, managing complaints, and assisting with online donations. This role is primarily work-from-home and has the potential to transition into a full-time position for suitable candidates.

Responsibilities
• Answer incoming calls and respond to customer emails
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• Maintain a friendly and professional tone on all calls and interactions with customers
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• Manage and resolve customer complaints
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• Input customer donations into the computer system
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• Identify and escalate issues to supervisors
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• Provide client service information to customers
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• Research required information using available resources
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• Research, identify, and resolve customer complaints/issues using applicable software
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• Route calls to appropriate resources
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• Document all call information according to standard operating procedures
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• Recognize, document, and alert the management team of trends in customer calls
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• Follow up on customer calls where necessary

Requirements
• Bilingual strongly preferred
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• Excellent interpersonal skills and the ability to organize simultaneous tasks
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• Must be able to type a minimum of 30 WPM
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• Proven ability to work as a member of a team
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• Windows PC required (Apple/Mac, Tablets, Smart devices, Chromebook, & Android systems are NOT compatible)
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• Windows 10 or newer
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• 16GB of RAM on your PC
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• Must have a hard-wired broadband internet service via DSL, Cable, or Fiber Optic connection
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• Private work at home environment free from interruption and distraction
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• USB Headset

Nice-to-haves

Benefits
• Personal Accident Insurance
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• Retirement plan with employer matching after 6 months of continued employment
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• Cell phone and Internet stipends paid monthly

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