@Home Customer Service Telephone Agent - VERMONT RESIDENTS ONLY!

Customer Service/Support

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More information about this job:

Overview:

Job Summary (Primary Function) Under the direct supervision of a Supervisor, answers inbound customer service calls, responding to requests in a courteous, helpful, and efficient manner. Must effectively resolve customer issues, offer cross-sells and attempt to save cancelling customers while fostering optimal customer relations.

Responsibilities:

Job Responsibilities (Essential Functions) 1. Answers incoming telephone calls for specified product line(s). 2. Uses proscribed CRM/ Order Entry/Fulfillment system via a computer to create, access and update customer records. 3. Addresses customer issues and provides effective problem resolution. 4. Offers “upsells” as required by client on both customer care and sales calls. 5. Utilizes selling techniques and follows prescribed sales process to meet revenue per order and sales conversion goals on inbound sales. 6. Maintains customer retention percentages for various product lines by “saving” the sale. 7. Accurately and reliably provides timely information to customer regarding general inquiries, billing, product information, cancellations, instructions, and recommendations. 8. Accurately and reliably processes customer order / changes (to include re-orders and replacements) according to established departmental policies and procedures. 9. Obtains and documents management approvals to process non-routine customer transactions. 10. Accurately and reliably provides timely feedback to Supervisor regarding service failure or customer concerns that were not resolved. 11. Reviews product material to gain familiarity with assigned product line, pricing, delivery schedules, promotional offerings, and other pertinent product information. 12. May capture additional demographic information or conduct surveys as required by the client. 13. Enters appropriate transaction/disposition code for each call. 14. Meets call center specific performance metrics such as talk time, quality, etc. 15. Maintains regular and reliable attendance. 16. Executions and complies with the GRFS @Home Telecommuting Agreement. 17. Adheres to all company policies and procedures 18. Other duties / responsibilities may be assigned to this position at the manager’s discretion.

Qualifications:

Job Requirements (Evaluation Factors: Skills, Knowledge, Experience, and Ability) 1. SKILL Education/Knowledge- • High school diploma or GED required. • Typing speed of 30 words per minute required, 45 wpm preferred. • Working knowledge and proficiency in using Personal Computers (PC specific, not MAC) including the skills necessary to understand and communicate with computers (hardware and software basics, file management and computer networks). Experience with Microsoft Office (i.e., Word, Excel, Outlook, etc) preferred. • Excellent verbal, written and interpersonal communication skills. • Competence with basic arithmetic and ability to apply those skills to calculate discounts, sales tax, proportions, percentages, and reductions. • Ability to type and/or manipulate computer screens and carry on a conversation at the same time. • Ability to multi-task efficiently. Experience: • Previous customer service or prior work experience dealing with the public required. • Experience in call center environment preferred. • This position requires three to six months training to become proficient in all phases of the job. • In-Bound Sales – Sales experience preferred.     2.   RESPONSIBILITY Contact with Others • Internal contacts are limited primarily to Supervisor, other call center agents, help desk personnel, and Work Force Management personnel (schedulers).  Continuous external contact with customers. Confidential Data: • Sees and records private credit card numbers to process customer order.  Works in a Private Credit Card Information compliant method requiring compliance with the Information and Security Awareness Policy. • Scrupulously maintains the confidentially of customer’s credit card numbers and other sensitive identifying information; and takes all reasonable precautions to eliminate the risk of misappropriation of any such information or of documentation of such information by anyone with access to the candidate’s home office environment or  documentation produced in the course of the candidate’s work. Responsibility for Accuracy: • Probable errors are typographical in nature (transposing, mis-keying), but could pose customer service issues.  Work is checked at random by quality assurance, but service could be affected by the time inaccuracies are caught.   Inappropriate handling of customer could result in loss of business.     3. EFFORT Physical Demand- • Little physical effort required.  Sitting is required 100% of the time. Mental Effort: • Requires normal mental and visual attention. Perceptive, Cognitive and Communicative Requirements. • Continuous ability to perceive and understand information provided by the customer to the agent, and continuous ability to communicate clearly and effectively appropriate responses to such information to both the customer and Contact Center.  Must be able to accurately perceive and verbally describe product information (descriptions, usage, ingredients, benefits, colors, etc.)     4. INITIATIVE Resourcefulness / Initiative • @Home Agent must be self-disciplined. • Works independently under the direct supervision of the Supervisor. Duties are routine, but must be performed without specific instructions.  Nature of work is based upon standard procedure, verbal instructions, or duties previously taught to employee.  Requires the use of judgment within the context of established procedures.  5.  WORKING CONDITIONS • Exposed to normal office environment, but frequently communicating with disgruntled or irate customers. • @Home Agent must have a quiet and comfortable working environment at home that will permit the employee, when working, to focus exclusively on customer’s needs’ without interruption and will be free of disruptions that might be discernible by the customer (e.g., audible sounds of children, pets, background conversations, appliances, electronic devices of any kind, traffic, etc.).  The work environment, as far as the customer is concerned, must duplicate an office environment as closely as possible so that the customer will not know that the employee is working from home. • Maintains favorable working relationships with all company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximizing employee morale, productivity, efficiency and effectiveness. • The candidate must be able to work in a structured, fast-paced, multi-task, deadline oriented, stressful and demanding environment.  While performing the duties of this job, the candidate must be able to regularly cope with and handle changes in direction and serious pressure.   TECHNICAL REQUIREMENTS: COMPUTER –Candidates computer MUST meet the following minimum requirements: Windows operating system ( Windows XP SP3, Windows Vista, Windows 7) No MACS Speed = 1.8 GHz or higher Ram= 2 Gb or Higher Hard Drive= 20 Gb or higher free space USB 2.0 Sound Card Minimum 1024 x 768 Graphic screen resolution Most Current Version of Flashplayer must be installed   ISP PACKAGE and EQUIPMENT - Candidates ISP equipment MUST meet the following minimum requirements:   Internet Service Provider MUST be hardwired and be via Cable or DSL only.  No Satellite or wireless cellular technology allowed.  You must be able to confirm a minimum upload speed of 2mbps and a minimum download speed of 6mbps via the following link: Speed Test  ANY speed test results lower than these thresholds will eliminate you from consideration. Note: Wireless connection within the confines of your home is NOT an acceptable option at this time. Your computer and Avaya IP Phone (See below) must be connected directly into your Modem, dual modem/router or router. NO WIRELESS ROUTERS ALLOWED!  Modem with two available Ethernet ports.  A dual cable modem/router with two or more Ethernet ports is acceptable.  If not, you will need to purchase a router to use along with your basic cable modem in order to ensure the proper hook up. Employee is the only user on their Internet Connection during working shifts Valid email address Quality USB Headset With Noise-Canceling Microphone.  (@Home Agent MUST purchase) - USB Headset must be available prior to start date. Any new Web Cam that has a built in Microphone.  (@Home Agent MUST purchase)  Webcam must be set up prior to start date and  must pass an IT Test to verify camera and microphone are functioning correctly, prior to your first training meeting.  Shredder (@Home Agent MUST purchase) OTHER EQUIPMENT Other equipment is currently supplied by employer with refundable $150 deposit from Agent. Paid thru payroll deductions over 8 pay periods for Part-Time; over 4 pay periods for Full-Time. Avaya IP Phone Avaya inline power device for phone Cables to connect phone to router Recommendations (to be taken into consideration by @Home Agent) Universal Surge Protector (USP) unit- ( we recommend that computer, router, modem, monitor, and phone be plugged into this device to ensure power surge does not reset connections) If Router has wireless radio, disable this feature or apply proper security Agent Responsibilities (@Home Agent will be responsible for all of the following, employer will not be responsible for the following): Internet connection issues. Webcam. Agent’s personal computer Router security and set up   TRAINING SCHEDULE FOR FULL-TIME AND PART-TIME POSITIONS: Mon-Fri 8:30am-5:00pm and 9:00am-5:30pm (2 WEEKS ONLY) – TOTAL OF 2 WEEKS OF TRAINING. (Training may be subject to change around Holidays!)   YOU MUST BE ABLE TO TRAIN FULL-TIME FOR TWO WEEKS DURING THE HOURS ABOVE IN ORDER TO BE CONSIDERED FOR THIS POSITION. PLEASE ONLY APPLY IF YOU CAN ACCOMODATE THESE TRAINING HOURS!   WORK SCHEDULE FOR FULL-TIME POSITION: Mon-Sun: 10am-8pm or12pm-10pm or 2pm-12am  (Days off during the week will vary. Please note that you may be required to work one or both days of the weekend in this position)   WORK SCHEDULE FOR PART-TIME POSITION: Mon-Sun: various 4 hour sliding shifts  (Days off during the week will vary. Please note that you may be required to work one or both days of the weekend in this position)

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