Account Management Advisor

About the role

Elevation Connect delivers a customer service and sales experience powered by talented people who respond with authentic care. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. The Bilingual Account Management Advisor provides support including account review, troubleshooting, and documenting, ensuring timely resolution of problems or escalation per SLAs, maintaining relationships with end users and direct customers, updating records in tracking databases, and working with the sales team. Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients.

Responsibilities

• Answer inbound calls and respond to emails
• Troubleshoot issues with devices
• Provide exceptional account management and high-quality customer service while assisting with replacing devices, adding/removing, and renewing lines of service
• Maintain expert knowledge of all products, services, reference documents, and processes at a department and client‑specific level
• Maintain accurate, thorough records of incoming and outgoing customer communications
• Escalate calls to appropriate parties as needed to complete a case

Schedule

Training will be conducted virtually Monday‑Friday from 8:30 am to 5:00 pm MST. Regular hours are scheduled between 8:00 am‑5:00 pm MST, Monday‑Friday; candidates must be available to work any time within this schedule.

Pay

Pay rate is $14 per hour.

Requirements

• High School Diploma or GED; some college preferred
• Excellent communication skills (verbal and written)
• Positive attitude
• Customer‑focused and results‑oriented
• Strong attention to detail
• Time‑management skills
• Self‑motivated
• Ability to handle change and multiple responsibilities
• Empathy
• Excellent digital navigation skills
• Previous help‑desk or call‑center experience preferred

Technology Requirements

• PC: Dual‑core CPU 1.5 GHz or better, 8 GB RAM, 20 GB free disk space, Windows 8.1 or 10
• Mac: Intel Core i7 2.3 GHz, 8 GB RAM, Mavericks (10.9) through Sierra (10.12) OS X
• Chromebooks and Linux systems are not supported
• High‑speed internet: minimum 10 Mbps download / 2 Mbps upload (20/5 Mbps or higher recommended)
• Latency to data center under 150 ms one‑way
• Wired Ethernet connection required (wireless/Wi‑Fi not supported)
• Wired USB headset, camera, and smartphone (for security ID only) required

Location

Work‑from‑home positions available in the following states: AL, GA, KS, LA, MI, MO, NC, OH, OK, SC, TN.