The Customer Care Representative (CCR) is responsible for supporting the mission of NEW by providing comprehensive customer service through troubleshooting customers' programming and/or equipment issues, answering customer questions, resolving issues in relation to claims, warranties, servicing products, accurately determining entitlement, and setting up service options. Demonstrates world class customer relations and achieve a high level of quality results in a timely and efficient manner.
Professionally handle incoming call requests from customers to ensure programming, equipment, and account needs are met/exceeded.
Deliver world class customer service by communicating with energy and personal confidence.
Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction. Determining appropriate course of action to ensure the result is a win-win and appropriately document the interaction through contact tracking.
Provide value added equipment/programming service options to Customers to increase Total Customer Experience.
Utilize required DirecTV and
Assist Customers with billing and other general inquiries.
- specific resources and applications to ensure first call resolution, accuracy, and efficiency in resolving Customers' issues.
Meeting or exceeding monthly performance objectives in all key areas: quality, call efficiency, customer issue resolution, claims management, reliability, and all compliance areas.
- Please review the following requirements for a
Work-At-Home position. These items are necessary to have in place seven (7) days prior to the training start date if offered a position.
Windows XP - Service Pack 3; Windows Vista; Windows 7
1 GHz Processor or Greater
Minimum of 1GB RAM for XP or Minimum 2GB RAM for Vista and Windows 7
To find this information click the Start button, right-click on (My) Computer and select properties. This will display your windows version, the speed in GHz and available RAM on the PC.
Internet Explorer (version 7.0 or later) or Firefox (version 3.0 or later)
To find this information: go to the browser's Help menu and select "About." This screen will give you the version number you have installed.
PC monitor/display resolution must be able to be set to 1280x800 for training simulation purposes
Minimum 1 GB of available hard drive space
Sound Card with speakers
Adobe Flash Player version 9.0 or later
Virus Protection Software and Anti-Spyware software that is regularly updated
Citrix client will need to be downloaded and installed from our website after employment begins
Microsoft OCS Group Chat client, Communicator client and our Web Conferencing Client will need to be installed from our support website after employment begins
High Speed DSL, Cable or Fiber Internet Service
Minimum download speed of 3.0Mbps and minimum upload speed of 384 Kbps
Wireless or satellite internet service will not be permitted
Requirements for phone service provider:
residential telephone service or the following approved digital telephone service:
Comcast Digital Voice
Bresnan Digital Phone
NewWave Digital Phone
VOIP phones such as:
Other soft phones
NO Cell phones
Landline phone and equipment / connectivity must be in the same location as home office address on file with
Long distance and caller ID not required
Voicemail and Call waiting must be disconnected while working
List of approved / permitted providers is subject to change
Requirements for headset
Corded headset with a noise-canceling microphone
Cordless phones are not permitted
Wireless headsets are not permitted
Minimum 6+ months of recent customer service, retail, or call center experience required.
High level of PC knowledge including familiarity with a Windows XP environment.
Excellent interpersonal, organizational and communication skills (both verbal and written) required.
Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast paced customer focused call center.
Ability to get along with others, accept constructive feedback and exhibit a positive attitude.
Demonstrated passion for excellence with respect to treating and caring for customers.
Ability to work effectively in a team environment.
Strong decision making and analytical abilities.
Ability to work in a fast paced, production environment.
High school diploma or GED required.
Must be able to type a minimum of 30 wpm.
Must be flexible to work shifts as required (evenings, weekends, and holidays).
Must be able to pass a background check.
Must be able to attend all scheduled training classes and pass required exams during the 4-6 week training period.
Must be able to provide a distraction free home office environment
Must be able to meet all the work at home equipment and connectivity requirements
Must live within 120 miles of training site
PC and technical troubleshooting experience a plus.
A+ certification a plus.
US-Work At Home
Work at Home Contact Centers