Customer Experience Representative

Job status
Full time

Benefits
Paid Holidays, Paid Personal Time

Job description
**Fluency in Spoken and Written English is Required**

Advanced Call Center Technologies (ACT) is looking for energetic, motivated individuals to join our rapidly growing team of Customer Experience Representatives. Our Guatemala location is following the health guidelines maintaining a minimum 1 meter distance and requiring masks indoors.

We are offering a starting monthly base salary of up to 7,400Q and attendance bonuses once in production plus performance bonuses up to $800 USD

Work will be on-site for a minimum of your first 4 months, then remote opportunities may be available. You may need to visit the office site from time to time.

On-location training will be Monday - Friday

In this role, you will be the voice of the company, using your people skills and knowledge to solve problems and make a difference in our customers' lives. You will receive paid, hands-on training in valuable computer skills, negotiation techniques, interpersonal communication and business processes. ACT offers a positive company culture with many opportunities for advancement – more than 90% of our leadership team started as Customer Experience Reps

Working at ACT is more than just a job – it's an opportunity to join something bigger. As an employee-owned company, employees have a path to becoming shareholders and co-owners in the company. When you join ACT, you are taking control of your future and benefiting directly from our company's success. You will be personally rewarded for your contributions as our company shares grow in value.

We offer:

• Opportunities for promotion

• Flexible schedules

• Tremendous bonus opportunities

• Fantastic supervisors and a positive environment

• Paid time off and paid holidays after 90 days

Position Summary:
We will empower you to provide best-in-class service Customer Experience Representatives use their excellent communication and interpersonal skills with customers. In this role, you will receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Experience Representatives are problem solvers with good negotiation skills who are self-driven and motivated to meet individual service and sales goals.

Essential Duties and Responsibilities:

• Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.

• Maintains confidentiality; Listen to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds quickly and effectively to customer questions.

• Multi tasks to document while speaking with the consumer.

• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. Meets clients' specific quality standards.

• Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

• Is consistently at work and on time

• Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

• Other duties as requested by management

Minimum Qualifications:

• Must be able to successfully pass a criminal background check

• Data entry and basic computer skills

• Previous Call Center or similar customer service experience preferred

• Fluency in Spoken and Written English

Education:

• High School diploma or GED / Bachillerato

We are an Equal Opportunity Employer.

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