Customer Support Advocate I

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 Education Corp. 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.

ACT is hiring multiple remote full-time Customer Support Advocate I positions to provide quality front-line customer service by handling high volume inbound phone and email contacts.  The team provides customer service support for a variety of customers including education and business customers. Creating the best possible customer experience is a high priority.  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:  October 28, 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 approach 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.

Work Schedule:  Monday to Friday, 6:00 a.m. to 2:30 p.m. or 10:30 a.m. to 7:00 p.m Central Time Zone

Training: Training is paid and requires full-time hours of 8:00 a.m. to 5:00 p.m., Central Time Zone, Monday through Friday, for approximately the first five 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.

Location:  Remote from anywhere within the Continental United States, or in-person from our Iowa City, IA headquarters or a hybrid option.

Equipment/Internet:  ACT provides the technology equipment (laptop, etc.) needed for the position; employees must provide reliable, secure internet with at least 50 mbps download and 10-15 mbps upload speeds that allows for calls to be taken and that supports the transfer of information and access to ACT’s systems.

A Day in the Life:

• Inbound and outbound customer service interactions (approximately 15-20 calls/day) with the goal of one call resolution. This involves asking meaningful questions and using problem resolution skills to clarify the customer’s issue, determine the cause of the problem, selecting, and explaining the best solution, expediting correction or adjustment, following up to ensure resolution and documenting tickets.
• Determine when it is necessary to escalate customer concerns and execute a seamless transition to next level for resolution.
• Use a Customer Relationship Management (CRM) tool to enter and maintain records of customer interactions, transactions, comments, and complaints.

About You:

• At least 1 year of customer service experience in a call center environment
• Basic experience using office productivity software tools (such as Microsoft Office) or other computer technologies
• Familiarity with multiple web browsers (Microsoft Edge, Chrome, Firefox, Safari) utilizing multiple tabs, window navigation and Internet messenger tools
• Excellent keyboarding skills with both speed and accuracy being critical
• Ability to develop and maintain positive working relationships with customers and team members, and to proactively manage customer relationships
• Must be able to meet standard performance metrics with willingness to receive improvement coaching and implement recommended actions to show demonstrated improvement
• Ability to multi-task and prioritize under pressure
• Self-motivated with willingness and ability to learn
• Ability to listen, seek understanding and respond through clear, effective oral and written communication with customers and within the organization
• Ability to handle phone calls, with high frequency during high volume periods, consistently throughout the day while maintaining a customer focus approach with each call
• Ability to be flexible and adapt; manage change and navigate positively in an environment experiencing change at a fast pace
• Ability to effectively resolve issues in a timely manner using sound judgment, logical problem solving and influencing skills
• Strong organizational skills with the ability to effectively prioritize
• Regular and reliable attendance
• Skills and knowledge required for success in this position attained through experience and education (High School diploma), or a combination of both

Preferred Qualifications:

• Advanced fluency with Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Experience working in the education industry highly desirable
• Experience with or knowledge of Customer Relationship Management platforms and tools

Work Conditions:

• Remote setting, sedentary work

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!