Job Description

ABOUT ONPROCESS TECHNOLOGY

OnProcess Technology is a business optimization specialist for the post-sale value chain, digitizing and streamlining service and supply chain processes.

We are a trusted advisor to many of the world’s leading technology, medical device, wireless, broadband, manufacturing, and logistics companies. Providing services in 26 languages and operating in seven global facilities, OnProcess delivers a follow the sun model, with global headquarters in the greater Boston area.

ABOUT THE POSITION

We are looking for full-time, remote (work-from-home) customer service professionals (Bilingual Spanish/English a plus) to help us ensure a positive and supportive experience for our participants. Available shift times vary, with some including evenings and weekends. Training is a day shift, paid model. This is an amazing opportunity- all from the comfort of your home in Texas!

WHAT YOU’LL DO

As a Call Center Representative I, you will work in the following programs: consumer based Reverse Logistics, survey work, welcome and on boarding, and market research. The Call Center Representative I supports the Company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, he/she updates the Company database with all appropriate information. The Call Center Representative I supports all quality assurance efforts and Program criteria. 

RESPONSIBILITIES

• Perform/handle outbound or inbound customer communications via phone or email.
• Advise customers on behalf of OnProcess Technology’s clients
• Interact with customers via various methods of communication
• Follow detailed instructions as outlined in Company documents
• Update Program Database accurately
• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies
• Identify and escalate data or program specific issues to appropriate level of management
• Meet or exceed OnProcess Technology’s key performance standards and quality objectives
• Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through program

QUALIFICATIONS

• 2 years call center customer experience required
• Transactional call center experience a plus
• Work from home call center experience preferred
• Bilingual Spanish/English preferred, not requirement
• High School Diploma or equivalent
• Attention to detail and accuracy and ability to work on your own
• Consistent job history and passion for customer service
• Multi-tasking skills including the ability to toggle between multiple computer windows
• Strong written, verbal and interpersonal communication skills
• Meet certification requirements
• Ability to maintain confidentiality and dependability
• Strong ability to communicate via social media or other media platforms
• Familiarity with or an ability to understand and utilize a database and Microsoft Office programs
• Working knowledge of computers and user-level troubleshooting capabilities
• Must have a personal computer with appropriate minimum specifications (required for training, OnProcess Technology will provide computer system thereafter)
• Employee will be on webcam with team for day to day shift

Computer Requirements:

You will need to use your own computer initially:

• Operating System: Windows 7/Mac 10.1 or better

• CPU: Intel i5 2xxx series or better with integrated HD Graphics 2000 series or better

• Graphics: Direct X 10.0 compatible, 512 Mb minimum graphics memory

• Ram: 2 Gb RAM minimum

• Minimum internet bandwidth of 20MB download and 5MB upload

-25 ft, cord from PC to router

WHAT WE OFFER FOR FULL-TIME

• Medical and Dental, paid time off, retirement savings plans, flexible spending, company sponsored Employment Assistance Program and professional development.
• Work life balance! Work from the comforts of your home!
• Great Employee Referral Bonus!
• Fun and supportive work from home culture with activities and incentives