AWhat do we do?
ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.
What will you do?
Assist our client with handling their customer inbound call and email needs. The type of calls and emails will assist with General Portal Support, Billing Support and Client Portal Support. >> Part Time schedule for this position must occur anytime Monday – Saturday between the hours of 8a-10p EST and Sunday 11a-8pm EST. Total weekly hours must be less than 30 hours.<< While the exact responsibilities will vary based on the business needs, the main duties of the Support Specialist are summarized below.
Responsibilities
• Take customer calls and emails and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering assistance and support
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing and other account items
• Collaborate with other Specialists to improve customer service
• Perform other related duties as assigned by management
What does it take?
• USB Headset
• Webcam
• Extra Monitor
• Laptop or PC (No tablets/Chromebooks/Macs)
• Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity.
• Excellent verbal and written communication skills.
• Proficient on MS Suite products.
• Commitment to excellence and high standards.
• Acute attention to detail.
• Ability to understand and follow written and verbal instructions
• Strong organizational skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• All training is 100% on camera
How will we support you?
– Compensation:
- $14-$16.50/hr (DOE)
– Remote Work – No commute time to the office
– Benefits:
- Personal Accident Insurance (similar to Aflac)
- 401(k)/Roth with matching
- PTO based upon length of employment after 6 months
- Employee Assistance Services offered through Optum EAP
– Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 19 years!)