Global Contact Center Advisor - Hybrid, Growth & Impact

Association of International Certified Professional Accountants; Durham (NC); Hybrid; USD 37,000 - 45,000; Full time

Job summary

The Association of International Certified Professional Accountants in Durham, NC is seeking a Contact Center Advisor to support members, students, and customers across phone, email, chat and more. You will join a collaborative team reporting to the Associate Director - Global Engagement Center.

During a 6-week in-office training period, you will learn and adapt, then shift to a hybrid schedule with at least two days per week in the Durham office.

Qualifications

• Degree-level qualification or equivalent experience.
• Experience in a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity goals.

Responsibilities

• Support inbound, outbound, chat, email and other service activities as assigned.
• Deliver professional responses and resolve member, student, or customer needs.
• Monitor service levels and customer experience measures.
• Assist team members across channels and priorities where applicable.
• Partner with other teams to improve end-to-end journeys.
• Maintain accurate customer and membership records in approved systems.
• Support campaigns to improve retention, engagement and product awareness.
• Utilize data and feedback to strengthen service efficiency.

Skills

Multi-channel support

Customer service

Quality & productivity goals

Education

Bachelor's degree or equivalent

Tools

CRM systems

Case management systems

Job description

The Association of International Certified Professional Accountants in Durham, NC is seeking a Contact Center Advisor to support members, students, and customers across phone, email, chat and more. You will join a collaborative team reporting to the Associate Director - Global Engagement Center.

During a 6-week in-office training period, you will learn and adapt, then shift to a hybrid schedule with at least two days per week in the Durham office.