Work At Home Call Center Representative

July 16th, 2013

Direct Interactions, company based in Seattle,  provides contact center solutions using American agents that work from home.

They are socially responsible in their business practices and seek to provide great at-home work opportunities for all Americans, including people with disabilities. Our clients rely on Direct Interactions to support their customers by telephone and email while representing their brands with care and professionalism.

In this  role you will be handling a high volume of incoming phone calls from motorists with unpaid parking tickets as well as calls from motorists calling for information and assistance with digital parking meters.

Digital parking meter calls are fast paced calls from motorists who call an automated system and if their telephone number is not recognized by the system they are routed to our agents for an explanation of how parking via cell phone works and for assistance in registering them within the system so they can park at meters without coins as well as calls typically include registration calls as well as FAQ’s.

In the case of unpaid parking tickets the motorists’ vehicle has been immobilized and they must contact the call center and pay to mobilize their vehicle.  Agents on this program have the ability to remain calm, cool and collected in stressful situations while providing accurate information to upset callers.  Agents must be able to handle and resolve customer complaints.

Duties

  • Politely answering calls and processing payments
  • Quickly and accurately dispense information to motorists
  • Dispute resolution
  • Show empathy towards motorists
  • Inbound and outbound calls
  • Accurate and legible data entry
  • Be knowledgeable of HelpCenter policies and software- CRM, phone system etc.
  • Complete assigned tasks from supervisors and others
  • Additional duties not listed

Minimum Requirements

  • Legally Able to work in the United States
  • High school diploma or GED required
  • Minimum of two years experience working in a virtual, work at home call center required
  • Must be able to pass a criminal background check
  • At least 1 year experience in a high stress call center environment (brick and mortar or virtual). Examples include: Collections, 911 dispatch/operator, taking calls for fraud line, roadside assistance.

Technical Requirements

  • Computer running Windows Operating System (XP, Vista or 7) Mac’s and Windows 8 are not compatible with our clients’ software.
  • Internet Explorer 7 or greater required with Mozilla Firefox as needed.
  • DSL or Cable internet (Wireless and Satellite are not compatible with our software)
  • Corded landline telephone (no cordless telephones or cell phones permitted)
  • USB Headset required
  • Current antivirus and antispyware
  • Installed, operational firewall

Summary of Essential Skills:

  • Excellent verbal communication skills including grammar and voice quality
  • Ability to remain poised under pressure for back to back calls
  • Ability to quickly establish rapport with customer, show empathy for their frustrations or concerns and resolve the issue in a timely fashion
  • Excellent customer service, interpersonal communication and active listening skills
  • Ability to show resilience and tolerance to stress
  • Treat all callers, technicians and coworkers in a professional manner at all times
  • Documentation, data entry, organization and problem solving skills are desirable
  • Ability to handle detailed work with a high degree of accuracy and speed
  • Computer literate and knowledgeable of e-mail and Microsoft Windows. Agents are responsible for maintaining and troubleshooting their own computers.
  • Ability to multi-task in a fast paced environment
  • Function comfortably in a performance based call center where calls are monitored, recorded and assessed

Shifts

Program hours are currently 2am-11pm Pacific Time 7 days per week, with further expansion likely. Agents must be able to show 30+ hours of availability each week within those hours and with at least 6 of those hours on the weekend.More availability is welcome and additional hours may be scheduled at the discretion of the director of operations. Actual hours scheduled will depend on client needs, agent performance and adherence to schedule.

Training

Paid at $9.25 per hour. Class date TBD for August 2013

Pay Rate

$10 per hour (Bilingual Spanish offers a pay rate of $12 per hour once certified on all cities.)

APPLY HERE: http://ch.tbe.taleo.net/CH02/ats/careers/requisition.jsp?org=DIRECTINTERACTIONS&cws=1&rid=74


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