Call Center Representative

Virtual Customer Support Specialist

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:

• High School diploma or equivalent required. A college degree or some college coursework is preferred.
• Ability to successfully pass a criminal background check.
• Ability to work from home with a dedicated workspace free from distractions.
• Flexibility to work the required schedule. Customer Support Specialists currently work Monday through Friday, 10:00 AM to 6:00 PM EST, with no weekends required.

Job Description:

• At least 1 year of relevant experience providing customer support and handling complex situations, preferably involving various types of fraud.
• Technical ability to effectively utilize a computer to access customer information and resources while successfully handling calls.
• Ability to apply critical thinking skills to each caller's situation while following documented processes and procedures.
• Ability to advocate for callers while providing accurate information and unbiased guidance.
• Ability to overcome common customer support challenges, including customer frustration, pushback, emotional conversations, and unfamiliar situations.
• Strong communication skills with callers, team members, and leadership.

The Successful Candidate Will Have:

• Excellent people skills demonstrating professionalism, empathy, respect, patience, adaptability, and teamwork in all interactions.

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

• Working during project hours of 10:00 AM to 6:00 PM EST, Monday through Friday, to support the customer call queue.
• Accessing various software, systems, and tools on a company-provided laptop to complete job responsibilities.
• Taking back-to-back calls from the customer hotline regarding complex situations related to potential fraud.
• Following documented processes and procedures to provide accurate information and unbiased guidance.
• Multitasking during calls while collaborating with multiple levels of support, including Tier 2 and Tier 3 teams, to resolve caller concerns.
• Managing challenging situations that may have an emotional impact while maintaining professionalism and focus.
• Collaborating and communicating effectively in a virtual environment to stay informed of process updates and changes in a fast-paced setting.
• Completing additional duties and responsibilities as assigned.

Compensation & Schedule

Pay Rate: $17.75 per hour

Schedule: Monday through Friday

Hours: 40 hours per week

Shift: 10:00 AM to 6:00 PM EST

AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships. We are committed to fostering an inclusive workplace where all employees feel valued, respected, supported, and empowered to succeed.