Remote IBO Support Specialist - Evening Shifts

ACN; Charlotte (NC); Remote; USD 32,000 - 42,000; Full time

Job summary

ACN is seeking an IBO Support Specialist - Call Center to provide accurate information about ACN services and policies to Independent Business Owners. The role involves handling calls, monitoring live chats, and guiding users to resources while maintaining professional and timely responses.

The position offers a Mon-Fri 2:30 pm–11:00 pm EST schedule with remote work after a training period onsite at the North Charlotte office.

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.

Responsibilities

• Call Handling: Answer an average of fifty incoming calls from IBOs per day.
• Live Chat Monitoring: Monitor and respond to incoming live chat requests from IBOs efficiently and accurately, meeting departmental goals.
• Customer Interaction: Address multiple chat inquiries simultaneously while maintaining professionalism and a sense of urgency.
• Resource Guidance: Direct IBOs to appropriate resources and online tools for information related to their role.
• Product Knowledge: Maintain current knowledge of ACN products and services, offering technical assistance when needed.
• Inquiry Response: Address IBO inquiries about subscriber services, products, billing, and general information, providing accurate details.
• Issue Resolution: Identify and resolve issues related to policies, procedures, and compensation plans.
• Technical Assistance: Help locate information using ACN's online tools and current product knowledge.
• Documentation: Accurately complete all necessary forms and documentation.
• Root Cause Analysis: Review and determine root cause of IBO inquiries, driving resolution.
• Team Collaboration: Work with teammates and other departments to improve IBO support.
• Additional Duties: Perform other duties as assigned.

Skills

Excellent written and verbal comm.

Problem-solving

Multitasking

Patience and empathy

Organizational skills

Education

High school diploma or equivalent

Customer service or business admin education/certifications

Experience in call center/customer support

Tools

Chat platforms

Telephony systems

Basic computer operations

Job description

ACN is seeking an IBO Support Specialist - Call Center to provide accurate information about ACN services and policies to Independent Business Owners. The role involves handling calls, monitoring live chats, and guiding users to resources while maintaining professional and timely responses.

The position offers a Mon-Fri 2:30 pm–11:00 pm EST schedule with remote work after a training period onsite at the North Charlotte office.