Company Overview

America's Consumer Advocacy Group is a leading firm in the timeshare exit industry, dedicated to helping individuals and families regain financial freedom by assisting them in the process of legally and ethically exiting their timeshare contracts. With a commitment to excellence, integrity, and a client-centric approach, we have successfully helped thousands of clients break free from the burdens of timeshare ownership.

Position: Administrative Assistant/Receptionist

Location: Fort Lauderdale, FL (THIS IS NOT A REMOTE ROLE)

Job Type: Full-Time

About the Role

As an Administrative Assistant/Receptionist, you will play a pivotal role within our customer service team, contributing significantly to the delivery of world-class service to our diverse customer base. In addition to providing vital support to the CEO, COO, and other executive team members, you will ensure the seamless achievement of company goals and objectives, fostering operational efficiency. This position is well-suited for individuals with strong communication and customer service skills.

Key Responsibilities:

• Communication: Act as the main point of contact for our clients and vendors, handling inquiries, resolving issues, and delivering product/service information with professionalism and courtesy.
• Customer Support: Support customers in placing orders, addressing billing inquiries, troubleshooting product/service issues, and processing returns, ensuring their needs are met with efficiency and effectiveness.
• Language Proficiency: Utilize your strong language skills to facilitate clear and accurate communication with customers, ensuring they have a seamless experience.
• Problem Solving: Analyze customer concerns and proactively find solutions, escalating complex issues to higher levels of support when necessary to ensure swift resolution.
• Documentation: Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using our customer relationship management (CRM) system.
• Product Knowledge: Stay up-to-date on our products/services to provide accurate and helpful information to customers, and communicate feedback and insights to relevant teams for continuous improvement.
• Team Collaboration: Collaborate with colleagues across departments to share customer insights, contribute to process improvements, and maintain a positive and productive work environment.

Skills:

• Bilingual Proficiency: Fluency in both English and Spanish, including excellent speaking, reading, and writing skills in both languages is a plus.
• Active Listening: Expertise in attentively listening to customer inquiries and concerns, showcasing empathy and a deep understanding.
• Communication Skills: Clear and concise verbal and written communication skills in both languages, with the ability to explain complex information in a simple and understandable manner.
• Customer Service Orientation: A commitment to providing exceptional customer service and resolving issues promptly and professionally.
• Problem Solving: Strong analytical skills to identify and resolve customer problems or complaints effectively.
• Product Knowledge: In-depth knowledge of the company's products or services to provide accurate information and assistance to customers.
• Multi-Tasking: The capability to handle multiple customer inquiries or issues simultaneously without compromising quality.
• Conflict Resolution: Skills to de-escalate tense situations, manage customer complaints, and find mutually beneficial solutions.
• Patience: The ability to remain calm and composed, especially when dealing with difficult or irate customers.
• Time Management: Efficiently manage workload and prioritize tasks to meet response time and resolution goals.
• Computer Proficiency: Familiarity with customer service software, databases, and other relevant tools to access and update customer information.
• Adaptability: Adaptability to respond effectively to evolving customer needs and dynamic company policies.
• Teamwork: Collaborative skills to work effectively with colleagues and other departments to resolve customer issues.
• Cultural Sensitivity: A nuanced appreciation for cultural differences and their profound influence on customer interactions.
• Data Entry: Accurate and efficient data entry skills to update customer records and case notes.
• Empathy: The ability to relate to customers' emotions and show genuine concern for their needs and concerns.
• Conflict Resolution: Proficiency in defusing tense situations, adeptly handling customer complaints, and skillfully identifying mutually beneficial solutions.
• Sales Skills: Foundational sales expertise to discern potential upsell or cross-sell opportunities while providing customer assistance.
• Telephone Etiquette: Exhibiting courteous and professional telephone etiquette while engaging with customers over the phone.
• Time Management: Efficiently manage workload and prioritize tasks to meet response time and resolution goals.
• Attention to Detail: Ensure accuracy in documenting customer interactions and following up on promises made.
• Problem-Solving: Ability to think critically and find creative solutions to customer issues.
• Conflict Management: Techniques to manage and resolve conflicts, including negotiation and compromise.
• Technical Knowledge: Familiarity with relevant technical terms and troubleshooting procedures, depending on the industry.
• Cross-Cultural Communication: Understanding cultural nuances and adjusting communication style accordingly.
• Compliance: Knowledge of relevant laws, regulations, and company policies to ensure all interactions adhere to compliance standards.
• Stress Management: Ability to handle high-stress situations while maintaining composure and professionalism.
• Feedback Receptivity: Willingness to accept constructive feedback and continuously improve customer service skills.
• Positive Attitude: Maintaining a positive and friendly demeanor even in challenging situations.
• Conflict Management: Proficiently managing disputes, with a keen understanding of the appropriate moments to escalate issues to higher management.

Qualifications:

• Fluency in both English and Spanish (written and spoken) is a plus.
• Excellent verbal and written communication skills in both languages.
• Previous customer service experience is preferred but not required; we value candidates with a strong customer-focused mindset.
• Problem-solving skills and the ability to remain calm under pressure.
• Strong organizational skills and attention to detail.
• Proficiency in using CRM software and other customer service tools is a plus.
• A commitment to delivering exceptional customer experiences.

Benefits:

• Competitive Company Benefits package.
• Comprehensive training and ongoing professional development.
• Opportunities for advancement within the company.
• A positive and collaborative work environment.
• The satisfaction of helping clients achieve financial freedom.

Why Join Us:

• Opportunity to make a significant impact by influencing marketing strategies through predictive behavioral modeling.
• Work in a collaborative and innovative environment where your ideas and expertise are valued.
• Competitive compensation and benefits package.
• Access to cutting-edge tools and technologies to support your analytics endeavors.
• Ongoing opportunities for professional development and growth.

How to Apply:

At ACA Group, we recognize that our employees are our most valuable asset. We foster a collaborative and inclusive work environment that promotes continuous professional growth and development. As an Administrative Assistant/Receptionist, you will seize the opportunity to make a meaningful impact on our customers and play a pivotal role in driving our company's success.

If you are deeply committed to providing exceptional customer service, possess proficient communication skills, and aspire to be a valued member of a dynamic team, we encourage you to apply and embark with us on our journey to excellence.

Join us in providing exceptional service to our diverse customer base—apply today and be a part of ACA Group's success story!

Job Type: Full-time

Pay: $17.00 - $24.00 per hour

Expected hours: 35 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Fort Lauderdale, FL 33309: Reliably commute or planning to relocate before starting work (Required)

Language:

• English & Spanish (Preferred)

Work Location: In person