• Handle essential day-to-day tasks including quotes, CRM updates, reseller merchandising, and data reporting • Serve as a professional point of contact for clients and partners • Communicate effectively through phone, video, and written channels • Follow up with clients and partners on open items, quotes, and pending decisions • Represent the sales team externally when needed • Process product quotes with Territory Managers and Resellers • Perform data entry for merchandising resellers with accuracy • Update internal systems including CRM and sales and commission databases • Assist with lead generation using Bond Finder and related tools • Organize, download, and distribute reports across Amazon and internal analytics platforms • Maintain and update the Product Information Management system • Manage reseller content setup and updates • Track and report on reseller scorecards • Support project management tasks using ClickUp or similar tools • Draft and refine Standard Operating Procedures • Support ad hoc management-directed projects as they arise • Schedule and post approved content on social media platforms • Track, follow up on, and report on outreach email campaigns

Job DetailsLevel: EntryJob Location: Montoursville Office - Montoursville, PA 17754Salary Range: $11.50 - $12.00 HourlyWork From Home-Customer Service ***Equipment Provided*** ***Paid Training*** At ACC Premiere, we're passionate about customer service. Our talented team of professionals provides exceptional service experiences for the consumers of many well-known brands via phone, social media, live chat, and email. Our company prides itself on promoting from within, and our culture is built on communication and an employee-centric work environment. We are seeking individuals with experience in retail, customer service, and/or data entry. We are currently hiring professionals to work in the role of: Remote Customer Service Representative RESPONSIBILITIES: Handle customer inquiries and complaints Document and update customer records based on interactions Maintain a knowledge base of the evolving products and services Increase customer retention by implementing creative problem-solving skills Handle numerous customer inquiries promptly, accurately, and efficiently PREFERRED SKILLS: Minimum of 2 years customer service experience in a call center environment Experience supporting brand products and services Positive and professional demeanor Excellent written and verbal communication skills Minimum HS diploma, college preferred Experience with diagnosing and troubleshooting Has experience supporting consumer products and/or services. TRAINING: Product training (Understanding of our client's range of products, ingredients, application, adverse effects, etc.) Systems training (How to use CRM and ACD Tools) Remote training (via the video conference platform Zoom) 100% Attendance WHY US? We inspire and develop employees to be able to effectively empathize with consumers. We create experiences that provide promotion opportunities from within. We motivate and encourage our employees to contribute new viewpoints which add to our team-oriented culture! Home Environment and Work Space: Dedicated home office workspace, preferably a separate room with its own door Adequate space to set up the workstation Ability to hardwire internet (plug directly into your router) Three power connections- either three outlets or a power strip (one for each monitor and one for the PC tower) Agents are responsible for maintaining the workspace in a safe condition Personal disruptions are not allowed during scheduled hours and should not be audible in background noise. This includes but not limited to: Loud music Non-work-related phone calls Other household members You are scheduled on the phone throughout the entirety of your shift. It’s essential to understand this job does not allow flexibility to answer the door or be on-call care for others during work hours. EEO Statement: ACC Premiere is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law. Qualifications

• Serve as a Tier 2 escalation point for complex customer issues related to surgical video capture, livestreaming, cloud connectivity, and device performance • Provide remote technical troubleshooting, with occasional on-site support as required • Diagnose and resolve issues related to: - Network configuration, firewalls, and secure hospital environments - Video quality, stream reliability, and data upload failures - Device connectivity to DNS, NTP, proxy servers, and cloud services • Leverage device logs, telemetry tools, and system diagnostics to identify root causes and implement fixes • Support customers across the full lifecycle: pre-sales technical support, implementation, go-live, and post-go-live • Assist with pre-installation site surveys, system installations, maintenance, and upgrades • Partner with Product Engineering, Implementation Specialists, and Field Service Engineers to ensure a seamless customer experience • Act as a technical bridge between Tier 1 support and Engineering, escalating issues with clear documentation and actionable insights • Collaborate closely with Product, Engineering, Sales, and Customer Success teams • Serve as a voice of the customer, feeding real-world insights into product and service improvements • Contribute to the design and refinement of global support processes, tools, and escalation paths • Support the transition toward Tier 3 support and serviceability, including proactive issue detection and prevention • Participate in incident reviews, documentation improvements, and knowledge sharing across the global team

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans • Properly document coaching and development conversations in HR system • Complete performance appraisals; write appropriate corrective actions, when needed • Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications • Analyze and leverage data to make recommendations, decisions and improve team performance • Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities • Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions • Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication • Promote positive change management • Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines • Implement, enforce, and support company and departmental policies and procedures • Maintain a deep understanding and stay informed on business, new product, tools, processes, etc • Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program • Conduct interviews and evaluate candidates for hiring purposes