Offer summary

Qualifications:

High School diploma or equivalent; college degree or coursework preferred., At least 1 year of relevant customer support experience, preferably with fraud-related issues., Ability to pass a criminal background check and work from a dedicated home office., Strong communication skills and the ability to apply critical thinking in complex situations..

Key responsabilities:

Support the customer hotline by taking back-to-back calls and addressing complex fraud-related issues.

Utilize various software and tools to access customer information and provide accurate advice.

Follow documented processes to ensure unbiased and accurate information is given to callers.

Collaborate effectively with team members and other support tiers to resolve customer concerns.

Job description

About Us:

AdNet/AccountNet, Inc. is an 8(a), WOSB, and WBE owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high quality staffing and executive search services.

We are seeking a Virtual Customer Support Specialist. All candidates of consideration must be located within the contiguous United States!

Qualifications:

A High School diploma or equivalent. A college degree or some college coursework is preferred.
The ability to successfully pass a criminal background check.
The ability to work from home with a dedicated space to focus on your daily work tasks.
The flexibility to work the days/hours required to be successful in this role. Specialists currently work Monday through Friday, so no weekends!

Job Description:

At least 1 year of relevant experience providing customer support and dealing with complex situations. Preferably regarding various types of fraud.
The technical ability to effectively utilize a computer to access customer information and resources to successfully handle calls.
The ability to apply critical thinking to each caller’s situation while following documented processes and procedures.
The ability to advocate for each caller while providing accurate information and unbiased advice.
The ability to overcome the common challenges Customer Support Specialists face (customer frustration, customer pushback, emotional impact, dealing with unknown situations)
The ability to communicate effectively with callers and other team members as well as leadership.

The successful candidate will have:

Dynamic people skills that demonstrate professionalism, empathy, respect, patience, and being a team player in everything that you do.

A Typical Day in The Life of a Customer Support Specialist Consists of:

Working during the current project hours of 9:00 AM-6:00 PM EST (Mon-Fri) to support our call queue.
Accessing various software, systems, and tools on a company-provided laptop to complete the job requirements.
Taking back-to-back calls from our customer hotline dealing with complex situations that pertain to various types of potential fraud.
Following documented processes and procedures to provide accurate information and unbiased advice based on call-handling procedures.
Multi-tasking while on calls to collaborate with multiple levels of support to resolve caller’s concerns (Tier 2, Tier 3).
Overcoming challenges that may have an emotional impact on your ability to handle calls.
Collaborating and communicating effectively in a virtual environment to stay abreast of any changes that occur in a fast-paced environment.
Complete other tasks/duties as assigned.

If you feel confident that you have what it takes to be a successful Customer Support Specialist, apply today!

Pay Rate: $17.75 / Hour

Hours: Monday - Friday, 20 per week, 4 hours per day (between 9:00 am and 6:00 pm EST)

AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.

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