Decision Support Manager jobs in Cedar Falls, IA

Ascent Pro Support operates a 24/7/365 contact center in support of one of the largest tire and rubber companies in the world. We are based in Muscatine, IA, but our agents work 100% remotely. We have a wonderful team and need to add customer support agents.

The ideal candidate will have excellent customer service and computer skills. Ascent requires a private, quiet home office area with your own computer and equipment. Computer specs and internet speeds will be checked prior to employment.

Our training is conducted via Microsoft Teams. Training occurs Monday through Friday from 8am-4pm CST and will last two weeks. Full training attendance and participation is a requirement.

Though the position is remote, we are only authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Kentucky, Missouri, Nebraska, Oklahoma, Tennessee, Texas, or Wisconsin. Exceptions will not be made regarding location. Employee must perform the work from their home office, not an alternate location.

Benefits for full-time employees, when working 30 hours per week:

• Double-pay when working on 9 Ascent holidays.
• Able to earn 144 hours paid time off per year.
• Health, dental, & vision insurance. Ascent pays half of the employee premium.
• 401(k) available after 1 year of service.
• Paid remote training via Microsoft Teams.
• Weekly paycheck.

Schedule and Pay:

These are fixed schedule positions. We are currently hiring for third shift, second shift, and hybrid 2nd with weekend days. You must be able to work weekends. Specific available schedules will be discussed during your interview. We are hiring for full-time, 40 hours per week.

Wages depend on the specific hours you are on the clock. Here is our shift premium information, listed in CST:

$15.00 per hour during 1st shift hours - Monday-Friday 7am-3pm

$15.50 per hour during 2nd shift hours - Monday-Friday 3pm-11pm

$16.00 per hour during 3rd shift hours - Monday-Friday 11pm-7am

$16.00 per hour during weekend hours worked - Saturday-Sunday

Job Responsibilities:

Our Customer Support Agents handle emergency tire breakdowns and other tire service for commercial fleet customers. We have a very busy call center with many customers. Our agents collect breakdown information from commercial truck drivers and dispatch road service to tire dealerships across the US and Canada.

To ensure these emergency situations are handled efficiently we require quick action, professionalism, and attention to detail. Our agents need to multitask with precision, make decisions quickly, and remain courteous while handling multiple streams of communication. They also verify information, troubleshoot problems, and track all communications.

Here at Ascent Pro Support we value excellent attendance, dependability, integrity, and courteous communication. Our Customer Support Agents are experts in their field of work. They put the customer first, jump in to help, collaborate as a team, and make quick decisions independently.

Requirements:

• Must reside in one of our authorized states: AR, IN, IA, KS, KY, MO, NE, OK, TN, TX, or WI.
• 18 years or older.
• High school diploma or equivalent.
• One year experience in a fast-paced customer service environment.
• Excellent written communication skills.
• Communicate in English clearly and effectively.
• Clear phone voice.
• Dedicated, quiet workspace in the home away from background noises such as: family, pets, alarms, traffic, TV, radio, noises, and other distractions. All calls are recorded.
• Strong computer skills using Microsoft Office programs.
• Able to comprehend online learning.
• Able to retain and apply new knowledge, policies, and account updates.
• Able to troubleshoot computer and internet issues.
• Able to work on holidays and mandatory overtime when required.

Technical Requirements:

To be eligible to work at Ascent, our remote employees must agree to perform all work from their primary, designated home address, of which Ascent has confirmed meets all technical performance requirements. In addition, our remote employees must agree to provide their own computer equipment and use it during all worked hours.

Internet:

• Employee must provide a reliable and stable high-speed internet connection be eligible to work for Ascent. Employee agrees to be responsible for internet access.
• Minimum of 10 mbps download speed, 5 mbps upload speed.
• Ping/latency/round trip less than 100 ms, jitter less than 10 ms.
• These do not meet requirements: unsecured wifi, public wifi, tethering, jet packs, mobile hot spots, some cellular providers, and satellite internet other than Starlink, VPNs, proxy servers, third-party networks.

Computer:

• PC or laptop with a processor with CPU Mark greater than 3000 on Passmark.
• RAM requirement: 8GB or more.
• Operating system: Windows 11.
• Adobe Reader set to default PDF viewer.
• Web browsers: Google Chrome.
• These do not meet requirements: Mac computer, Chromebook, Pixelbook, netbook, tablet, compute stick, USB computer, virtual desktop infrastructure.

Employee is responsible for the following peripherals during all worked hours to maintain employment:

• Wired analog or USB headset with microphone. Wireless and Bluetooth headsets are not compatible with our phone system.
• External keyboard and mouse.
• Webcam required – used for meetings and training.
• Dual monitors. PC with two monitors or a laptop and one external monitor.
• Smart phone capable of downloading Microsoft Teams, to communicate with manager in case of internet outage, power outage, or computer issues.

All job offers contingent upon successful completion of a criminal background check, drug screen, and verification of computer and internet specifications.