2108V-CCC Mentor Virtual

Pay Range: $16.00 - $17.00/hour + Mentor Differential 

Position Purpose: 

Support the development of Customer Service and Sales Representatives by providing guidance, answering questions, and reinforcing training to help build confidence and performance. *Position is work-at-home.*

 
Essential Functions and Responsibilities: 

• Serve as a subject matter expert (SME) by responding to agent questions, troubleshooting customer issues, and providing clear, timely guidance to support resolution and enhance overall performance. 
• Deliver real time peer feedback and coaching during training and transition phase of employment.   
• Assist with Pre/De-brief sessions and performance assessments.   
• Take calls/chats for 10% of scheduled time per week.  
• Perform additional duties as assigned.   
   

Mentor Assignment Duration: 

A Mentor assignment has a duration of up to twelve (12) months. The assignment may be extended for up to an additional three (3) months; not to exceed fifteen (15) months, based on business need and with Director approval.  

At the conclusion of the assignment, employees will transition into an available agent position based on business needs. They may also apply for open roles through the Internal Career Center, however, selection is not guaranteed and will follow the standard posting and selection process.

Minimum Job Requirements: 

• High school diploma or equivalent and four months successful tenure meeting quality/call handling time goals in an Afni Customer Service/Sales Representative role.  
• Demonstrated proficiency in Microsoft Office Applications (Word, Excel, PowerPoint). 
• Possess strong verbal and written communication skills (email and chat environments).  
• Ability to multitask and work with shifting priorities and deadlines.  
• Demonstrate schedule flexibility to meet program needs. 
• Ability to provide basic troubleshooting support.