Support Specialist - W

Support Specialist

ACD Connect. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. 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.

Assist a Veteran Service Organization with their resource center support through phone, email, and chat assistance to veterans and their family members. The job will consist of mainly handling chats and emails, with outbound calls being placed to gather more information from the Veteran/Family Member. Total weekly hours will be less than either less than 30 hours for Part - Time and up to 40 hours for Full-Time.

Training will be for 4 weeks. The schedule for training will be in the afternoon 9am-5pm Pm EST, Monday-Friday.

Responsibilities

• Successfully complete the clients' training program between the hours of 10:30am EST-6:30pm EST Monday-Friday (hours may vary slightly)
• Connect with warriors and their families who are in transition or have separated from military service by responding to them via multiple channels of communications, e.g., phone, email, chat, and in-person.
• Assess and triage the needs of warriors, caregivers, and family members. Coordinate alumni registration and verification process.
• Identify programs and services eligibility. Proactively communicate with warriors and family members to facilitate the registration process and answer eligibility questions. Utilize probing questions to identify specific needs and uncover new opportunities.
• Register warriors and family members.
• Provide program overviews to newly registered warriors and family members for continuous support and engagement via inbound and outbound communications.
• Connect warriors, caregivers, and family members with programs and services to assist them with their long-term recovery and empowerment.
• Identify and handle crisis situations, including suicide intervention and prevention.
• Follow up with internal teammates, warriors, caregivers, family members, and community resources as appropriate.
• Utilize internal database to determine resources that are appropriate for the warriors and family support member's needs.
• Research historical information using the organization's internal systems.
• Create, update, and maintain current and accurate data in organization's internal systems. Research and vet external organizations to enhance the information and referral database.
• Adhere to call and email quality established standards set by leadership.
• Establish effective working relationships and work collaboratively with teammates. Other related duties as assigned.
• Perform other related duties as assigned by management

What does it take?

• USB Headset
• Webcam - All training is 100% on camera
• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity.
• All Agents must meet the technical system requirements necessary to perform the essential functions of the position. Our systems are not compatible with MacBooks, Apple devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a Windows operating system, Microsoft Office Products with compatibility for HP platforms and software.
• Due to our current state contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, CO, MA, DE, DC, NJ, NY, CA, OR, WV, MT, MN, AR, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

How will we support you?

• Compensation: $10 during the training period up to 2 weeks (higher state minimum wage will be paid to those in states where it applies). $17/hr after completing training period (training period attended at 100% attendance)
• Remote Work – No commute time to the office
• Benefits: Medical/Vision and Dental Insurance, Flexible Spending Account / Health Savings Account, Personal Accident Insurance, 401(k)/Roth retirement plans with matching, Tiered PTO based upon length of employment, Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources. Earn up to approximately 2 hours of PTO earned per pay period and begin using after 90 days of employment

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.