Customer Service Representative - Tri-Cities, TN

Advanced Call Center Technologies

Job Description
Call Center Representative - Agent


Reports To: Operations Supervisor
Department: Operations
FLSA Status: Non-exempt

Advanced Call Center Technologies (ACT) is seeking energetic, motivated individuals to join our rapidly growing team of Customer Experience Representatives. In this role, you’ll serve as the voice of our company—helping customers solve problems, navigating their questions, and making a meaningful impact on their day. We provide paid, hands-on training in computer skills, negotiation, communication, and business processes to ensure your success from day one.
At ACT, you’re not just starting a job—you’re joining a company with a strong culture, real growth opportunities, and the unique chance to become an employee-owner. More than 90% of our leadership team began their careers as Customer Experience Representatives, and you can grow right along with us.


Why You’ll Love Working at ACT
• Clear paths for advancement
• Flexible scheduling options
• Generous bonus opportunities
• Supportive supervisors and a positive, team-focused environment
• Employee Ownership Program — a company-paid, long-term benefit
• Comprehensive healthcare benefits (medical, dental, vision) for you and your family after 90 days
• Paid time off and paid holidays after 90 days
• Access to DayForce Wallet after training, allowing you to access earned wages through an easy-to-use app and prepaid card
Benefits
• Medical, dental, and vision insurance
• Paid time off
• Employee ownership program
• On-site work environment


Position Overview
As a Customer Experience Representative, you’ll deliver best-in-class service to consumers calling in for assistance. You’ll handle inquiries related to billing, payments, credits, fraud concerns, internet and mobile services, and mortgage servicing. This role is ideal for strong communicators and problem-solvers who are motivated to meet personal and team goals.


Key Responsibilities
• Provide prompt, professional support to customers
• Listen actively, maintain confidentiality, and respond with courtesy
• Communicate clearly and effectively, even in challenging situations
• Document customer interactions while managing live conversations
• Maintain accuracy and high-quality standards in all work
• Meet productivity goals and manage time efficiently
• Demonstrate reliability with consistent attendance
• Follow management direction and take accountability for tasks
• Perform additional duties as assigned


Minimum Qualifications
• Ability to pass a criminal background check
• Basic computer and data entry skills
• Previous call center or customer service experience preferred
• High school diploma or GED required


~CB

ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.