Agent Results Advocate

AGENT RESULTS ADVOCATE

Are you passionate about providing top-notch support? Client is seeking a dedicated individual

to be the cornerstone of our agent community's success. As an Agent Results Advocate, you will

be the heartbeat of our operations, offering the first line of support to our independent agents and

playing a pivotal role in their business triumphs. If you're a self-starter with a customer-centric

mindset and a knack for problem-solving, we want you on our team.

Your Role

Your role is foundational to clients success. You nurture a culture of engagement and create a

community with our Independent Agents. They turn to you for support and you're a key element to their business' success. As the first line of interaction with our Agents, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is process oriented, adaptable & able to effectively multi-task using several systems simultaneously.

The ARA will be engaged under a full independent contractor agreement through GoGlobal—

functioning much like a remote service provider.

The role will require 8-hour shifts plus a 30-minute lunch break. Our current operating hours are

Monday to Sunday, 8:00 AM to 10:00 PM EST, and coverage is needed during this window. As a

guideline:

• One shift may start at 8:00 AM and end at 4:30 PM EST

• Another may run from 2:30 PM to 10:00 PM EST

The starting rate is USD $9.00 per hour, with room for growth depending on KPI performance and

other role-based metrics.

The Qualifications We're Looking For

• 1+ years of contact center/BPO experience or comparable customer service-related work experience
• Mastery of computer basics with an understanding of Microsoft products to include Outlook, Word, Excel, and PowerPoint
• Ability to type 35+ words per minute
• Strong and stable internet connection is required. Internet speed of 100 Mbps download and 25 – 50 Mbps upload.
• Comfortable preparing, presenting and hosting sessions for both small and large audiences.
• Excellent oral and written communication skills.
• Ability to quickly learn and become a subject matter expert. Ability to work independently and as part of a team with a willingness to mentor and assist in onboarding new team members
• Assist independent business owners in developing their skills, achieving business goals and meeting program requirements.
• Proactive, adaptable, ability to implement guidance and can work with a sense of urgency while keeping a strong attention to detail.

The Value You Deliver

• Demonstrates a high level of customer experience to support the Agent community
• Capable of utilizing provided resources to assist the Agent community
• Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution
• Partner with program and cross-functional teams to support the growth of the client business and the Agent community
• Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement
• Provide real-time support to Agents by utilizing resources to quickly answer on-call questions
• Promote active Agent engagement through motivation and education and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and on-call communications while adhering to clients compliance standards
• Actively contribute to Agent retention by utilizing current and new support tools
• Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc.
• Monitor contacts to identify agent performance and contact trends
• Ability to read and execute instructions for a variety of applications and/or processes
• Point-of-contact to Agent community through the facilitation of sessions, shift hours, reach out calls, and daily/weekly communications
• Assist the Brand Specialist with QA specific areas and communication as needed

Essential Job Functions

• Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.
• Ability to work in front of the computer for long periods of time.
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.
• Ability to lead and/or participate in virtual meetings in a distraction-free environment with a willingness to participate on camera for both internal and external meetings, as needed.
• Ability to adapt to rapidly changing business requirements and priorities.
• Ability to work independently and meet deadlines.