Flexible Remote Customer Service Representative
Classification: Flexible*
Department: Operations
Reports to: Call Center Supervisor per assignment
Status: Non-exempt Hourly
Jobsite: Home or remote location, MO and IL locations only
Last Revised: June 9, 2008
All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.
Requirements are subject to change with modifications affecting both existing and future employees.
Job Summary:
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.
Requirements are subject to change with modifications affecting both existing and future employees.
- This is a Part-time, work-from-home position. Employees are responsible to maintain their own equipment and workspace, which meets described minimum requirements (see below).
- Employees will manage inbound calls per Customer Direct guidelines based on call type and individual client expectation. This is a shared queue environment; employees must be able to recognize the account in question and perform accordingly.
- Hours available will vary from week to week. Employees will be given access to posted hours from which they will create their own weekly schedules. As hours remain available, employees can claim them at will on a first come, first served basis.
- Employees will participate in ensuring call center service levels and client satisfaction by managing and maintaining individual performance levels including, but not necessarily limited to, Queue Availability, Call Quality, Attendance and Average Talk Time.
- Applicants must have access to an Internet connection in a private location removed from daily household distractions.
- Applicants must have access to immediate computer hardware and setting technical support.
- Applicants must maintain minimum computer hardware and software specifications as detailed in the Flexible Remote Agent Eligibility form.
- Call center and/or customer service experience is required.
- Position requires excellent, and demonstrated, written and oral communication skills.
- Applicants must be able to proficiently navigate computer software and websites as necessary.
- Because this is a work-from-home position, a high standard is expected in terms of time management, self-discipline, resourcefulness and responsibility.
*Flexible Classification defined: Flexible employees are not scheduled, but create their own schedules by claiming hours posted as available. Once claimed, the hours become the responsibility of the Flexible employee who scheduled them. While there is no cap placed on the number of hours a Flexible employee may work each week, this employee classification is intended to represent specifically part-time employees with random availabilities. As such, no company benefits are available to our Flexible staff. This includes exclusion from group health insurance eligibility, paid time off, holiday pay and agent appraisals. Other than that described here, Flexible employees are subject to all Customer Direct policies, procedures and work rules.
Customer Direct, LLC
This document contains proprietary information which may not be copied or reprinted without the express written permission of Customer Direct, LLC.
