Work at Home Customer Service-Direct Interactions

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Introduction to Direct Interactions

Based in Seattle, Direct Interactions provides contact center solutions using American agents that work from home. We are socially responsible in our 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.

About the Position
Your role is handling a high volume of incoming phone calls from motorists with 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
· Dispute resolution
· Show empathy towards motorists
· Checking work emails on a consistent basis, typically once every hour at minimum
· Inbound and outbound calls
· Accurate and legible data entry
· Be knowledgeable of the HelpCenter software – CRM, phone system, etc.
· Be knowledgeable of HelpCenter policies
· Complete assigned tasks from supervisors or others
· Additional duties not listed


Minimum requirements

· Legally able to work in the United States
· High school diploma or GED required
· Two years experience working in a virtual call center
· Must be able to pass a criminal background check
· At least one year experience in high stress call center environment defusing callers. Examples include the following: Collections, 911 dispatch/operator, insurance claims call center, taking calls for a fraud line for any type of call center, or roadside assistance.

Technical Requirements

· Computer running Windows Operating System (XP, Vista or Windows 7). Mac’s are not currently compatible with our clients’ software.
· Internet Explorer 7 or greater required with Mozilla Firefox and/or Google Chrome available as needed
· DSL or cable internet (wireless and satellite are not currently compatible with our clients’ software)
· Corded Landline telephone and corded headset (no cordless or cell phones permitted)
· Current antivirus and antispyware
· Installed and operating firewall
· DSL or cable internet (wireless and satellite are not currently compatible with our clients’ software)

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 relationship via phone: build rapport with customer, show empathy for their frustrations or concerns, and resolve the issue in a timely fashion
· Excellent customer service, interpersonal and 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, Microsoft Windows and Microsoft Office applications.
· Ability to multi- task in a fast paced and changing environment
· Function comfortably in a performance-based call center environment where calls are monitored, recorded and assessed

Shifts

Program hours: (currently) 4am-4pm PST Monday-Friday with some weekend hours currently and weekend shifts to be added. At the time weekend shifts are added agents must be able to work 4 weekdays and 1 weekend shift. Agents must be able to show 30+ hours availability (minimum of 2 hours at a time) within the program hours each week. Actual hours scheduled will depend on client needs, agent performance and adherence to schedule.


Bilingual English and Spanish is a plus.


Training

Begins February 27, 2012 and runs 6 AM to 1 PM PST, Monday through Friday for two weeks. There will be a one hour break each day from 9 AM to 10 AM. Please note this is in Pacific standard Time.



Pay Rate
$10 per hour
Please visit our website at Direct Interactions and select "Agents" then "Join Us" to submit your interest.