ACN is the world's largest direct selling telecommunications and home services company offering highly competitive services to consumers and small businesses in North America, Europe and Asia Pacific. ACN's outstanding product portfolio includes Digital Phone Service with Video Phone, operating on ACN's own state-of-the-art network, as well as Local and Long Distance services, Internet services, Wireless, Satellite TV and Home Security.
Headquartered in Concord, North Carolina, ACN offices are also located in: Montreal, Canada; Amsterdam, The Netherlands; Amal, Sweden; Sydney, Australia and Wroclaw, Poland. ACN is a proud member of the Direct Selling Associations in North America and Europe.
ACN is a privately held company with annualized revenue of nearly half a billion dollars. We are also one of the fastest growing privately held companies in the world. We offer our employees dynamic professional development, competitive compensation, a full benefits package and flexible work hours.
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| Company: |
ACN Inc |
Contact: |
Not Available |
| Location: |
 US-NC-Charlotte
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Phone: |
Not Available |
| Base Pay: |
N/A |
Fax: |
Not Available |
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| Employee Type: |
Full-Time |
Email: |
Send Email Now |
| Industry: |
Telecommunications |
Ref ID: |
Not Available |
| Manages Others: |
No |
| Job Type: |
Business Development |
| Req'd Education: |
4 Year Degree |
| Req'd Experience: |
At least 4 year(s) |
| Req'd Travel: |
Not Specified |
| Relocation Covered: |
No |
JOB SUMMARY: To respond to agency product representative inquiries and executive escalations in a timely manner, including case management, vendor escalation, issue closure, VIP update, and communication to the escalation originator and representative/customer involved. Manage agency product vendors to SLA’s on issue response and resolution. Provide reporting, trending and root-cause analysis regarding inquiries and escalations; and highlight opportunities for product training and process improvement/system solutions to improve the Representative and Customer experience. Serve as the primary interface with Field Support Services and Independent Sales Representatives for case management resolution on US Agency products (Wireless, Satellite TV, Home Security, Energy)
ESSENTIAL FUNCTIONS
- Manage all Agency product cases opened by FSS and executive escalations
- Interface with Agent partners to investigate issues and ensure SLA’s are met
- Coordinate with Agency partners an understanding and communication of processes and procedures between ACN and vendor
- Ensure updates to processes and procedures are documented and communicated to appropriate individuals
- Produce weekly/monthly reporting including trending & root cause analysis
- Provide timely resolution communication to Representatives and continually evaluate new ways to reduce intervals and provide feedback
- Document and maintain business processes using appropriate tools
- Provide Agency partner quality control including sales and service call and order portal monitoring
- Measure Agency partner SLA intervals by issue type and work to reduce
- Identify all non-standard order processes and work to find resolution
- Measure success of planned changes to assure functionality, comparing results, monitoring trends, analyzing data, and checking measurement tools
- Delegate as appropriate to facilitate the gathering of cross-functional business requirements for new and change management
OTHER DUTIES AND RESPONSIBILITIES
- Participate in Agency partner weekly conference calls as needed
- Create and update training materials, job aids, and tools on a continuous basis
- Develop communication messages on process changes or new procedures
- Confer with management to gain knowledge of situation requiring training for employees to better understand changes in policy, procedures, regulations
- May perform other duties as required
KNOWLEDGE, SKILLS AND ABILIITIES REQUIRED
- Strong interpersonal and questioning skills
- Flexibility in dealing with challenging situations
- Proven ability to manage deadlines
- Capable of managing multiple projects simultaneously with minimal supervision
- Demonstrated learning ability in quality process management and improvement
- Detail oriented and ability to maintain strong focus on specific job task
- Strong organizational and planning abilities
- Excellent communication skills, including superior documentation skills
- Excellent presentation skills
- Analytical/reporting skills
- Working knowledge PC operating systems and hardware
- Specific vision abilities required by this job include close vision
- Must be able to sit or stand for long periods of time
- The employee is regularly required to talk and hear
- The person in this position needs to occasionally move about inside the office
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
REQUIREMENTS
- College degree in business preferred, with service experience a plus
- Experience in process documentation and expertise in Visio or similar programs
- Energy industry experience preferred
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