Customer Support Advocate I

At ACT, Your Work Makes a Difference

Education has power - a power that changes lives forever. It creates opportunities that lift up individuals, their families, and sparks societal change that echoes through generations to come. From our grassroots we have fought the good fight for equity in education, and we remain devoted to helping anyone who struggles to access that power. This is what matters to us and we must do better -- we've never been more sure of our purpose.

ACT team members are part of an organization dedicated to a mission that has never been more important: Helping people achieve education and workplace success. Advancing that mission within our organization, by helping our team members achieve education and workplace success of their own, is core to our values. ACT values a diverse workplace and is committed to fostering an inclusive, equitable environment in which every team member has an opportunity to grow. We want our team members to have the well-being and confidence they need to do their best work, in an environment where both they and ACT thrive.

ACT is hiring multiple remote, full-time Customer Support Advocate I positions to provide quality front-line customer service by handling high volume inbound phone, email, and chat contacts.

The team provides support to school administration and departments of correction users. Creating the best possible customer experience is a high priority.

We are looking for people to join the team who are passionate about customer service, are eager to help, and are looking for challenging and rewarding work. Collaboration and communication with others on the team and in other parts of the organization is critical to success.

Start Date: September 2, 2025

Starting Pay is $16 per hour with step increases in pay available based on performance. Our total rewards approach includes company paid life insurance, medical, dental, vision, flexible spending accounts, 401(k) with company contributions, paid holidays, paid time off, and so much more. You can find a comprehensive list of our benefits here.

Work Schedule: We are hiring for the following shifts and will accommodate preferences if possible. The shifts are 7.5 hours (37.5 hours per week) Monday - Friday with an unpaid half hour lunch.

* 7:00 AM - 3:00 PM CENTRAL TIME

* 9:00 AM - 5:00 PM CENTRAL TIME

* 11:00 AM - 7:00 PM CENTRAL TIME

Training: Training (paid) occurs for five weeks Monday - Friday 8:00 AM - 5:00 PM CENTRAL TIME. Attendance is mandatory for the entire training, and you will be on camera. (Webcam provided.) New hires take live customer contacts after training is complete.

Location: This role is remote within the Continental United States or in-person from our Iowa City, IA headquarters. Applicants must be authorized to work in the U.S. without the need for visa sponsorship.

Equipment/Internet: ACT provides the equipment (laptop, etc.) needed for the position. Applicants must have reliable, secure internet with at least 50 mbps download and 10-15 mbps upload speeds.

What you will be working on:

• Inbound and outbound phone, email, and chat customer service interactions (approximately 15-20 contacts/day) with the goal of one contact resolution
• Troubleshoot basic technical issues independently or with minimal guidance
• Meet standard performance metrics with willingness to receive improvement coaching and implement recommended actions to demonstrate improvement
• Determine when it is necessary to escalate customer concerns and execute a seamless transition to next level for resolution
• Use a Customer Relationship Management (CRM) tool to enter and maintain records of customer interactions
• Listen, seek understanding, and respond through clear, effective oral and written communication with customers and within the organization
• Develop and maintain positive working relationships with customers and team members, and manage customer relationships with empathy

This could be the job for you if you have (minimum requirements):

• At least 1 year of contact center environment experience
• Experience using office productivity software tools (such as Microsoft Office) and CRM software (such as Salesforce)
• Familiarity with multiple web browsers (Microsoft Edge, Chrome, Firefox, Safari) utilizing multiple tabs, window navigation and messenger tools
• Ability to multi-task and prioritize under pressure
• Self-motivated with willingness to learn and research independently
• Ability to process seasonally high-volume customer contact (approximately 15-20 contacts/day), while maintaining a customer focused approach with each interaction
• Ability to be flexible and adapt, navigate positively in a fast-paced environment, and cross train on additional products
• Ability to effectively resolve issues using sound judgment and logical problem-solving skills aiming for one-contact resolution
• Strong organizational skills with the ability to effectively prioritize
• Ability to type 40-60 words per minute
• Regular and reliable attendance
• Education: High School Diploma, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

It's a plus if you have:

• Advanced fluency with Windows Operating Systems and Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Experience with live chat platforms and help desk software
• Strong familiarity working in the education industry highly desirable

About ACT

When ACT was founded in 1959, it disrupted the assessment industry with a new approach to helping students better understand their readiness so they could take steps to improve it. By leveraging our expertise and authority in assessment and research, we will again disrupt the industry-helping more people learn, better measure their progress, and improve their navigation through life's transitions.

More than ever before, ACT is fulfilling its mission of helping people achieve education and workplace success. We're doing it by pushing the boundaries of learning innovation through the work of our people, who we call team members because we're all in this together.

We know transformation does not come without challenge. That's why ACT invests in a variety of experiences for team members to strengthen their connections, explore ideas, learn from customers, and celebrate success.

Learn more about working at ACT at act.org!