Support Specialist – W

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

What will you do?

Assist a Veteran Service Organization with their resource center support through live chat support, emails, inbound and outbound callbacks to veterans and their Family Members. The job will consist of mainly handling incoming chats and emails, with outbound calls being placed to gather more information from the Veteran/Family Member. This position requires a person who can be genuinely empathetic due to the nature of the calls and a high attention to detail. During trainings and team meetings, support specialists should be comfortable with being on camera for the duration.

Mandatory Training will have an estimated schedule of 10:00am-5:00pm EST. Once training is complete and live production begins, that is when Part Time Schedules will go into effect. Part Time schedule for this position must occur anytime Monday – Friday between the hours of 9:00am-9pm EST. Total weekly hours must be less than 30 hours.

While the exact responsibilities will vary based on the business needs, the main duties of the Support Specialist are summarized below.

Responsibilities

Connect with warriors and their families who are in transition or have separated from military service by responding to them via multiple channels of communications, e.g., phone, email, chat, and in-person.
Assess and triage the needs of warriors, caregivers, and family members.
Coordinate alumni registration and verification process.
Identify programs and services eligibility. Proactively communicate with warriors and family members to facilitate the registration process and answer eligibility questions. Utilize probing questions to identify specific needs and uncover new opportunities.
Register warriors and family members.
Provide program overviews to newly registered warriors and family members for continuous support and engagement via inbound and outbound communications.
Connect warriors, caregivers, and family members with programs and services to assist them with their long-term recovery and empowerment.
Identify and handle crisis situations, including suicide intervention and prevention.
Follow up with internal teammates, warriors, caregivers, family members, and community resources as appropriate.
Utilize internal database to determine resources that are appropriate for the warriors and family support member’s needs.
Research historical information using the organization’s internal systems.
Create, update, and maintain current and accurate data in organization’s internal systems.
Research and vet external organizations to enhance the information and referral database.
Adhere to call and email quality established standards set by leadership.
Establish effective working relationships and work collaboratively with teammates.
Other related duties as assigned.

What does it take?

Equipment

USB Headset
Webcam – All training is 100% on camera

• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity.

Skills and Abilities

Successful completion of three-week, intensive Resource Center training upon hire.
Ability to work flexible hours including evening hours. May require shift rotation to accommodate extended resource center hours (9 a.m. – 9 p.m. Eastern time).
Demonstrated understanding of veteran programs and services offered to wounded warriors upon the completion of training.
Demonstrated proficiency using appropriate etiquette when responding to email, helpline email, and phone.
Strong written and verbal communication skills. Demonstrated ability to utilize effective verbal probing techniques to obtain information.
Strong interpersonal skills. Ability to interact effectively with diverse individuals and build effective working relationships. Demonstrated emotional intelligence. Ability to respond to sensitive matters with diplomacy and empathy.
Demonstrated understanding of military culture and veteran issues, the emotional impact of combat, and the challenges faced by wounded warriors.
Strong computer skills. Demonstrated proficiency using Microsoft Office.
Accurate data entry and typing proficiency and skills. Demonstrated ability to timely and accurately maintain data in Salesforce.
Good organizational and time management skills. Demonstrated ability to prioritize work effectively. Effectively complete assignments and meet deadlines.
Unequivocal commitment to the highest standards of personal and business ethics and conduct.
Mission-driven, guided by core values, and a pleasure to work with.

Required Experience

Two years of call center experience, or customer service experience in a retail, hospitality, or healthcare organization.
Two years of experience using Microsoft Office, e.g., Word, Excel, PowerPoint, Outlook.
Preferences

Two years of experience with a non-profit organization, preferably within a military family support services environment.
Two years of experience handling crisis calls and escalation procedures.
Two years of experience using a customer relationship management system, e.g., Salesforce.

How will we support you?

• Compensation:

$15/hr during the 4 week training period
Increased to $17/hr after completing 90 days of live production and a satisfactory review

• Remote Work – No commute time to the office
• Benefits:

Earn up to 2 hours of PTO per pay period and begin using after 6 months of employment
Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources
Supplemental Insurance and Retirement Plan available