Note: The job is a remote job and is open to candidates in USA. AdNet/AccountNet, Inc. is a management consulting firm that specializes in staffing and executive search services. They are seeking a Virtual Customer Support Specialist to assist victims of fraud, requiring strong communication and critical thinking skills in a fast-paced environment.
Responsibilities
- Supporting a live call queue during scheduled project hours
- Using company-provided equipment to access multiple systems and tools
- Handling back-to-back inbound calls involving complex fraud-related situations
- Following documented procedures to ensure accurate and consistent call handling
- Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3)
- Managing emotionally challenging interactions while maintaining professionalism
- Communicating effectively in a fast-paced virtual environment
- Completing additional tasks and duties as assigned
Skills
- Minimum of 1 year relevant customer support experience, handling complex situations, preferably involving various types of fraud
- Strong technical ability to navigate computer systems and efficiently access customer information
- Ability to work Monday-Friday 10:00 AM -6:00 PM EST (no weekends currently required)
- Ability to provide accurate, unbiased information to callers
- Strong critical thinking skills while following documented processes and procedures
- Resilience in handling common customer support challenges, including frustration, emotional interactions, and uncertain situations
- High school diploma or equivalent (college degree or some college coursework preferred)
- Ability to successfully pass a background check
- Strong communication skills for interacting with customers, team members, and leadership
- Professionalism, empathy, patience, respect, and a strong team-oriented mindset
- College degree or some college coursework preferred
Benefits
- Using company-provided equipment to access multiple systems and tools
Company Overview
AdNet/AccountNet, Inc. It was founded in 1990, and is headquartered in Baltimore, Maryland, USA, with a workforce of 51-200 employees. Its website is https://adnetp3.com/.