Customer Support Advocate II

Job Locations US-IA-Iowa City
Posted Date 3 weeks ago(9/30/2020 10:18 AM)
Job ID
2020-1824
# of Openings
2
Category
Product Delivery (PR)
Travel
No Travel Required

Overview

We are seeking a Customer Support Advocate II with at least 2 years of experience to help us fulfill our mission of helping people achieve education and workplace success. This is position is based at the ACT Headquarters in Iowa City, Iowa.

The Customer Support Advocate II, working as part of a small team, provides resolution and customer satisfaction in a team environment through collaboration with others to serve ACT customers. The Customer Support Advocate II will serve as a liaison between front-line (Tier 1) customer service agents and ACT internal departments to resolve customer issues and disputes, process advanced tasks, and advocate for improvements to the customer experience.  They will capture, monitor, and articulate customer service issues to help ACT and its business partners create the best possible experience for customers.

 

What you will be working on:

  • Supports front-line customer service agents and internal customers to resolve complex or escalated customer service issues
  • Serves as Tier 2 support for technology-related and data-related inquiries and uses limited discretion and decision-making authority as needed to resolve customer issues
  • Coordinates with internal departments and business partners and engages with customers until escalated issues are resolved
  • Maintains extensive knowledge of the customer experience and advocates for system enhancements and process improvements that drive improvements in customer and partner satisfaction
  • Performs advanced tasks including order processing, invoicing, and reconciliation of order-to-invoice, in order to ensure complete and accurate billing
  • Reviews administration manuals, customer correspondence, and customer-facing resources to improve customer self-service

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

  • Exudes patience, demonstrates empathy and respects customers especially in emotionally-charged situations
  • Excellent listening and clear, concise written and oral communication skills
  • Ability to self-direct and independently resolve problems, manage time, prioritize and work at a fast pace under pressure and tight deadlines, while maintaining high quality in all aspects of work
  • Good at building rapport with customers, partners, and teammates
  • Adaptable and takes initiative to understand and use-changing systems, technology, and processes
  • Familiarity with multiple Web browsers (Internet Explorer, Chrome, Firefox, Safari), utilizing multiple tabs, window navigation, and Internet messenger tools
  • Knowledge of Customer Relationship Management platforms and tools a plus
  • Approaches work with a process improvement mindset
  • High School Diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
  • 2 years’ experience in a customer service work environment

It’s a plus if you have:

  • Fluency in Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Help desk/line, telemarketing, or technical support experience highly desired

 

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 part of a hard-working, collaborative and productive team that is instrumental in fulfilling ACT’s customer requests for services.  The team works onsite at ACT’s Headquarters in Iowa City, Iowa.

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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