ACD Connect
Chat hours on Thursday, October, 8th, 2015
12:00 PM EDT – 1:00 PM EDT
4:00 PM EDT – 5:00 PM EDT
JOB OPENINGS: Work at Home Only
STATES HIRING IN: Florida, Georgia, Iowa, Indiana, Kansas, Missouri, North Carolina, Nevada, Ohio, Oregon, South Carolina, Texas, Utah, Virginia, Washington, Wisconsin
Position Type – Employment (W2)
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ACD Connect Outbound Virtual Call Center
Frequently Asked Questions:
Q: Do I have to be a U.S. citizen?
A: No. If you can provide legal documentation proving you are eligible for work opportunities in the U.S. and reside in one of the accepted locations, you may apply.
Q: Are the positions with ACD Connect part-time or full-time?
A: ACD Connect Outbound Customer Service Reps can expect to receive a schedule of 16-29 hours per week.
Q: What will my work schedule look like?
Our Virtual Call Center hours are from 8:00 AM EST to 8:00 PM EST Monday-Friday and 10:00 AM EST to 5:00 PM EST Saturday. Each employee can expect to work 5 days a week. Each work day is broken up into 3 shifts: morning, afternoon, and night.
Q: How are schedules assigned?
Scheduling is assigned by our call center supervisors. Our schedule is what we refer to as a “floating schedule” meaning that all employee’s schedules will fluctuate daily. Schedules will be set quarterly (3 months) so that they may schedule their other commitments around that of ACD Connect. Employees must be prepared for flexibility in scheduling assignments. Schedules are distributed on Friday afternoons for the upcoming quarter. Personal and/or other professional obligations should not conflict with the hours employees are assigned. However, we do understand that sometimes situations arise that simply cannot be avoided and in those instances it is vital that you communicate with your Supervisor as soon as possible so that adequate arrangements can be made by our call center to ensure client coverage is met. During your first 6 months, it is highly frowned upon to have avoidable and unnecessary absences for any assigned shift.
Q: How do I register for projects with ACD Connect?
A: You can apply online at www.acdconnect.com or send your resume to jill.tucker@acddirect.com.
Step 1:
Confirm that you meet all of our qualifications, including our technical requirements. This includes the computer, internet, phone, headsets and home office requirements.
- Windows Based PC with Windows 7 or Windows 8/8.1 operating systems –
- WE NO LONGER ACCEPT VISTA
- Working Feature Free Hard Wired Phone Line.
- Corded Phone
- Corded Telephone Headset with Mute Feature
- Corded Computer Headset with sound and speaking capability.
- Antivirus and AntiSpyWare Protection Programs
- Broadband Internet – Cable, DSL or Fios
- Dual monitors are not required but are recommended for efficiency in call processing and information capturing procedures.
Step 2:
Those applicants who have the skills and experience we desire, will be contacted via email to schedule a telephone interview. When your scheduled interview time arrives, we ask that you are at your work station and are able to answer the phone to initiate your interview.
Step 3: If you are offered employment with ACD Connect, you will be presented with a proposed schedule and our pre-employment pack that includes:
- Criminal Background Check Consent Form
- I9 Employment Verification Form (will need to be notarized)
- W-4 Tax Witholdings Form
- Direct Deposit Form
Your employment packet would need to be completed and returned within 3 business days. We will also need a voided check, two forms of acceptable Identification as noted in the I9 instructions, and screenshots of your computer specifications as will be outlined in our instructions.
Q: Will I need to come to your office for a face-to-face interview?
A: No, our interviews are completed over the phone using the phone number you provide at the time your interview is scheduled.
Q: Do I have to pay a registration fee?
A: There are no fees to be considered or interviewed for positions with ACD Connect.
Q: Are there required meetings at the corporate office (or anywhere)?
A: No, we do not require any onsite presence to participate during your employment as an ACD Connect Outbound Customer Service Representative.
Q: Would I be an ACD Connect employee or an independent contractor?
A: ACD Connect offers employment opportunities in a Virtual Environment meaning that you will be working from your location, using your equipment and processing calls on behalf of the clients that we represent.
Q: How much are customer care professionals paid?
A: $9/hour which is increased to $10/hour upon successful completion of six month new hire probationary period. (Note: ACD Connect complies with applicable laws and makes adjustments to minimum wage as required.)
Paid time off, 401K with company match and advancement opportunities are just some of the available benefits offered to eligible part-time employees. Maximizing these benefits (which many companies do not even extend to part-timers), saving on costs by working from your own home office and utilizing any potential tax advantages represent a significant hidden dollar value that imparts your bottom line! (Part-time employee eligibility: 401K: After their initial 12 months of employment with ACD Connect and Paid Time Off: Occurs immediately, but can only be used at the end of initial 6 month probationary period)
Q: How often would I get paid?
A: ACD Connect utilizes semimonthly pay periods. Our pay periods occur as follows:
- 1st – 15th of each month
- 16th – End of Month
Earnings are typically deposited within 3-5 days of invoice submission at the end of each pay period.
Q: Do I receive a paycheck in the mail?
A: All of our Outbound Customer Service Representatives receive their earnings via direct deposit.
Q: Are there career advancement opportunities?
A: ACD Connect takes pride in looking towards our current employees for advancement when positions may arise.
Q: What would I be doing as an ACD Connect Outbound Customer Service Representative?
A: The primary focus of the ACD Connect Virtual Call Center is to provide outbound call servicing to not for profit organizations. This can include lead generation, extended customer service, customer satisfaction follow up, outbound donation generation, or other focuses that may be added to meet our client needs.
Q: Is there a required number of calls I must take each hour?
A: Performance goals are determined in accordance with each of our clients’ needs. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution is the key focus for each log in session you participate in. We focus on providing superior customer service for each call you process.
Q: What kind of support will I have while I am working? What if I have questions?
A: Even though you will be working remotely from the comfort of your home, you will always have support. All agents must be logged into our company-based chat platform when they initiate an active log-in session in our call routing platform. You will have access to our outbound management throughout each shift and will communicate with them through the company-based chat platform.
Q: Are there performance evaluations?
A: Yes, all of our programs involve quality assurance testing, performance evaluations, and feedback to the customer care professionals.
**Employment Options’ Direct Clients only: Before applying for any positions from the job fair, first, contact your assigned job counselor directly. They will assist you in following the specific protocol for applying with these employer partners through the Ticket to Work program.
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