Customer Care Representative - Work at Home-Virtual Training
NEW Corporation - Work at Home

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Primary Function:
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.

Job Responsibilities:
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

NEW

  • specific resources and applications to ensure first call resolution, accuracy, and efficiency in resolving Customers' issues.
Assist Customers with billing and other general inquiries.

Meeting or exceeding monthly performance objectives in all key areas: quality, call efficiency, customer issue resolution, claims management, reliability, and all compliance areas.

Equipment Requirements

  • Please review the following requirements for a
NEW

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.

Computer Requirements:
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

Internet Requirements:
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:
Approved/Permitted*:
Basic analog

  • landline*
residential telephone service or the following approved digital telephone service:

AT&T Uverse

Verizon FIOS

Comcast Digital Voice

Charter Telephone

Bresnan Digital Phone

Suddenlink, Cox

Time Warner

RoadRunner

Windstream

NewWave Digital Phone

Insight

Not Permitted:
VOIP phones such as:
Skype

Magicjack

Vonage

Google Voice

Other soft phones

PLEASE NOTE:
NO Cell phones

Landline phone and equipment / connectivity must be in the same location as home office address on file with

NEW

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

Qualifications

Knowledge/Skill Requirements:
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

Desired Skills:
PC and technical troubleshooting experience a plus.

A+ certification a plus.

Job

Customer Service

Primary Location

US-Work At Home

Organization

Work at Home Contact Centers

Schedule

Full-time

NEW Corporation - 3 years ago - save job - block
About this company
36 reviews
With an uncompromising commitment to outstanding customer care, N.E.W. Customer Service Companies, LLC., with its affiliates and member...