IBO Support Specialist - Call Center

Job Summary IBO Support Specialist provides ACN Independent Business Owners (IBOs) with clear and accurate information regarding company services and products, commission structures, and policies and procedures. This role supports IBOs in accordance with ACN's policies, procedures, quality standards, and applicable local, state, and federal regulations. Work Schedule Mon-Friday 10:00 am to 6:30 pm EST | Onsite; reliable transportation required; office environment; occasional travel possible. Job Duties Answer an average of fifty incoming calls from IBOs per day. Monitor and respond to incoming live chat requests from IBOs efficiently and accurately, meeting departmental goals. Address multiple chat inquiries simultaneously while maintaining professionalism and a sense of urgency, especially for IBOs seeking repeated resolutions. Direct IBOs to appropriate resources and online tools for information related to their role. Maintain current knowledge of ACN products and services, offering technical assistance when needed. Address IBO inquiries about subscriber services, products, billing, and general information, providing accurate and up-to-date details about ACN products, policies, and procedures. Identify and resolve issues related to policies, procedures, and compensation plans. Offer assistance in locating pertinent information using ACN's online tools and maintain current product knowledge. Accurately complete all necessary forms and documentation. Review and determine the root cause of IBO inquiries, driving resolution effectively. Work collaboratively with team members and other departments to achieve common goals and improve IBO support. Perform other duties as assigned. Required Qualifications Excellent written and verbal communication skills. Strong problem‑solving and critical thinking abilities. Ability to multitask and manage time effectively. Patience and empathy when dealing with difficult situations. Strong organizational skills and attention to detail. Education and Experience High school diploma or equivalent; additional education or certifications in customer service or business administration is a plus. Previous experience in a customer service role, preferably in a call center or customer support environment. Experience working with independent business owners or in a similar capacity is highly desirable. Familiarity with chat platforms, telephony systems, and basic computer operations. Work Environment Onsite requirement: work at designated office or facility. Reliable transportation required. Office environment; mon–fri 10:00 am to 6:30 pm EST. Position may require occasional travel for continuing education, training or support. Physical Requirements Ability to sit at a desk for prolonged periods, work/typing on a computer. Occasional standing, walking, hearing, talking, and seeing required. Use hands to finger, handle, or feel; reach with hands and arms. Ability to lift up to 15 pounds at times. EEO Statement ACN is an equal‑opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ACN observes the Workers Fairness Act in South Carolina, protecting employees and applicants for employment with medical needs arising from pregnancy, childbirth or related medical conditions. Additional Information This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization. #J-18808-Ljbffr ACN