Job Category: Customer Service

Location: United States


Pay
$10/ hour


Overview

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.  We need people with the following language abilities:

English and Spanish

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 Requirement

Laptop or Desktop Computer running Windows Operating System Windows 7 or Windows 8 or Windows 10. Chromebook, Microsoft Surface,Tablet/ipads, Vista ,Mac’s are not compatible with our clients’ software.  Due to the discontinuation of  Windows XP Support and updates by Microsoft Windows XP is no longer supported by 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)
  •          Corded Telephone headset on landline phone
  •          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 are currently 24 hours a day, 7 days per week. Agents must be available  30 hours each week  Monday through Friday between 4am and 7pm Pacific Time due to Client demand.. More availability is welcome and additional hours may be scheduled at the discretion of the Client Services Director. Actual hours scheduled will depend on client needs, agent performance and adherence to schedule.

Certification

TBD

Pay Rate

$10 per hour (Bilingual Spanish offers a pay rate of $12 per hour once certified on all cities Bilingual Russian $11 per hour.)  We promote from within- all supervisors and managers began in this Tier 1 role. Bonuses can exceed $1000 per quarter (good attendance required) and are tracked real time in your agent dashboard. Earn an additional $1-2 per hour picking up “hot shifts” (Typically during busy business hours Monday-Thursday. Not always available)

Please note that a LANDLINE TELEPHONE is required for consideration.

 


How to Apply

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