Bilingual Account Management Advisor

About the role

Elevation Connect delivers a customer service and sales contact center experience powered by talented, passionate people who respond with authentic care. The company operates through a "Performance for Purpose" philanthropic model, and team members are driven by a commitment to helping surrounding communities.

This is a work-from-home position available in the following states: AL, GA, KS, LA, MI, MO, NC, OH, OK, SC, TN.

Responsibilities

• Provide support including account review, troubleshooting, and documenting
• Provide timely resolution of problems or escalation on behalf of end users to appropriate next level of personnel in alignment with established service level agreements (SLAs)
• Support and maintain effective relationships with end users and direct customers
• Maintain and update records in tracking databases within established SLAs
• Work in tandem with the sales team
• Answer inbound calls, respond to emails, and troubleshoot issues with devices
• Provide exceptional account management and high-quality customer service while assisting with replacing devices, adding/removing lines, 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

Requirements

• Fluent in English and Spanish languages
• 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 (1.5GHz or better), 8GB RAM, 20GB free disk space, Windows 8.1 or 10
• Mac: Intel Core i7, 2.3 GHz, 8GB RAM, Mavericks OS X version 10.9, Yosemite OS X version 10.10, El Capitan OS X version 10.11, or Sierra OS X version 10.12
• Chromebooks and Linux systems are not supported
• High-speed internet: at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
• Latency from agent to data center should be under 150ms one-way
• Wireless connections (WiFi) are not supported — agents must be directly connected to their ISP router via an Ethernet cable
• Wired USB headset, camera, and smartphone (for security ID only) required

Pay

$15 per hour

Schedule

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