Title: Accenture Flex – SMB Customer Service Specialist – Pixel (Denver, CO) Location: USA-Southwest Job Number: 00574188

Accenture Flex LLC offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For at http://fortune.com/best-companies/accenture-84/ and DiversityInc’s Top 50 Companies for Diversity at http://www.diversityinc.com/the-diversityinc-top-50-companies-for-diversity-2016/ lists.

As an Accenture Flex employee, you will receive competitive rewards and access to benefits programs and world-class learning resources. You will also apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.

Role Overview

A Customer Service Delivery role includes the management of customer interactions to increase customer satisfaction and improve service quality. As a member of Accenture Flex, the specialist is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the quality and quantitative standards set, by ensuring that the complex customer care needs are resolved in a timely fashion.

As an SMB Customer Service Specialist – Pixel, you will help support and expand Accenture's social media client’s self-serve advertising customer base. You will demonstrate the value of the Accenture client’s advertising solutions and provide pre- and post-sales support for all self-service products. The team will conduct chat and email support for small and medium sized companies that advertise on Accenture’s ­client’s platform. You will provide specialized product and tool support for the social media client’s pixel advertising products to improve their experience and drive higher spend.

The role includes some or all of the following key responsibilities:

• Sense of achievement providing excellent customer service in an inbound customer contact environment

• Fulfilling work satisfying customer expectations in a way that also complies with best practices

• Demonstrating empathy by listening attentively to customer concerns.

• Maintaining high customer satisfaction ratings and adhering to service level agreements

• Professional development attending comprehensive paid training from 2 to 4 weeks upon hire

• Extensive post training coaching and support for up to 3 months

• Flexibility to select your assigned schedule every month based on your performance

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Qualifications:

Basic Qualifications

• Minimum High School Diploma or equivalent

• Minimum 1 year of customer service experience

• Minimum 6 months of chat and email experience

• Minimum 6 months experience with marketing tracking pixels

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Preferred Qualifications

• Bachelor’s Degree

• Minimum 1 year of experience within a service organization

• Comfortable with technology and computers (e.g., HTML coding)

• Ability to read and modify HTML, CSS, XML, and JavaScript in an advertising context

• Familiarity with online advertising products

Professional Skill Requirements

• Passionate about providing high quality customer support

• Excellent verbal and written communication proficiency with high attention to detail

• Ability to focus in a dynamic work environment and thrive while responding to evolving product inquiries

• Flexible and quick learner, able to adapt to continuously evolving client needs

• Self-driven with attention to detail and follow-through

• Professional customer service skills: solutions mindset, helping nature passion for the customer and customer experience

• Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly

• Ability to multitask and work under pressure and follow a defined escalation path

• Exceptional grammar and typing accuracy skills

• Ability to prioritize tasks and work independently

• Great judgement and ability to problem-solve both with peers and independently

• Flexible work-hours: full-time, weekends, and late nights as needed

• Excellent listening and interpersonal skills

• Good computer skills

• Dedication to continuous improvement and customer service excellence

• Flexible and quick learners, able to adapt to continuously evolving client needs and product updates.

• Demonstrated teamwork and collaboration in a professional setting; either military or civilian

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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