Location: Remote (EST / CST Time Zone)

Training: 9AM – 5:30PM (M-F) EST – (7 Weeks) October 18th – December 3rd

Shift: 2nd Shift ; 2:30PM-11PM (M-F) - December 13th

Pay Rate: Spanish bi-lingual start at $16.00/hr (Scale rate increase to $19/hr in 5 months)

Contract: 3-5 Months with the intent to hire full-time after contract

Responsibilities

• Maintain a working knowledge of our clients website and mobile applications, products and business initiatives
• Engage knowledgeably and confidently when working with customers
• Establish a connection with every customer
• Focus on resolution when addressing complaints
• Navigate multiple websites and applications to research issues and log and track details of each interaction
• Be a product knowledge expert who can explain the features and benefits of our clients products
• Call volume is 50-60 calls/day average. Call types in general include order entry, order status, returns status/inquiry, make a payment, product inquiry/complaint.
• Upon completion of training you will be required to move to second shift hours specified as 2:30pm – 11:00pm

Qualifications

• Minimum 2 years of experience in call center environment handling phone, chat and email inquiries
• High school diploma
• Proficiency with Microsoft Outlook, Word and Excel
• Bilingual (Spanish)
• Experience navigating both desktop and mobile applications
• Dependability and Punctuality is critical.
• You have previously taught others how to navigate both desktop and mobile applications using voice or co-browse
• Ability to connect with people, build relationship(s) quickly and resolve a customer's issue
• Experience influencing, inspiring, and mobilizing individuals
• Experience transitioning between channels while servicing customers, including voice, email and chat (including co-browse)
• Ability to pass a drug test and background check prior to scheduled start date
• Professional workspace environment including the ability to make the space fully private (i.e. four walls and a door that is lockable) as well as access to directly connect to internet access.

Technology Requirements

(Client does not provide these items, or financial assistance in purchasing)

ISP bandwidth:

• 200mbps (minimum if service is shared among 5 or less)
• 500mbps (required if shared among 6 or more)
• A direct connection to your ISP router is required. Wireless connections are not an acceptable connection.

Laptop or Desktop Computer:

• Windows 10 OS (required)
• Processor
  • I5 (minimum)
  • I7 (recommended)
• Memory – 8GB (minimum)
• PC only. Apple/Mac products are not an acceptable computer device.

Webcam (Required)

• Integrated if part of a laptop or external if desktop and/or not integrated
• Necessary to support team meetings and technical troubleshooting
• Must be positioned so that your camera provides a view of your face
• You should be clearly visible with no filter that pixelates or otherwise distorts the ability for others to see you
• Webcam is required to always be on during training and you must be prepared to turn on your Webcam at any time during your shift

Virus Protection (required):

• Current software installed and active
  • Recommended Software
    • McAfee
    • Symantic
    • Trend Micro
    • Norton

Computer Monitors – Two screens are mandatory. Please consider the following setup requirements:

• If primary system is a laptop computer:
  • Laptop display must be 20” or larger. In addition to your laptop display an additional 20” or larger monitor is required
    • Requires HDMI or USB-C cable from laptop to second monitor
• If primary system is a desktop computer:
  • Desktop display must be 20” or larger. In addition to your desktop display an additional 20” or larger monitor is required

External USB keyboard and mouse are required for all setups.

Headset – Over the ear headsets are required to support team meetings via Microsoft Teams

• USB over the ear headset with built in noise cancelling technology are preferred
  • Recommended brands
    • Plantronics
    • Jabra
    • Sennheiser
  • Note: Wireless options are available but not recommended due to instability issues. If using a wireless option an over the ear headset must be within reach should any issues arise.