Inbound English and Bilingual Customer Service
ACD Direct has an immediate need for English and Spanish Speaking customer service representatives to process inbound calls in our Virtual Call Center. Sales, Bilingual (Spanish), WAH, Volunteer experience a plus! Perfect position for educators, college students, military, retirees and work at home parents. Call Center Experience or Professional Telephone Experience is a Must!
Contractor 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.
•Project enthusiasm, warmth, smile and a “ready to assist” attitude with each call processed.
•Utilize tools and resources we provide to information and assist any caller you may encounter.
•Follow our secure web-based scripting to process each call.
•Verify callers information as it is provided to ensure accuracy.
•Accurately enter information you collect into our secure web-based scripts.
•Process calls routed to you efficiently and accurately.
•Stay up to date on procedural changes and information provided for each client and apply changes where necessary.
•Ability to multitask.
•Communicate effectively in verbal and written correspondence.
Minimum Skills and Qualifications:•Minimum 6+ months of recent customer service, retail, or call center experience required.
•Moderate level of PC knowledge .
•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 a 20 day time 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
Work Station Requirements: •Basic Analog residential telephone service
•Corded Telephone
•Digital phone service is permitted as long as the phone line can be used even if your computer is turned off.
•“Soft Phones” like Skype, Magicjack, etc. are not permitted
•NO Cell phones
•Phone must be in the same location as the computer to allow for being on the Internet and telephone at the same time
•Long distance is not required
•Your phone line must be free of ALL additional features such as:
•Telephone Headset
*A noise cancelling telephone headset with mute feature.
•Computer Headset
*A VOIP headset with microphone for voice communication over the computer OR Standalone Microphone and Speaker Combination for voice communication over the computer.
•PC with Windows 2000, Windows XP, Windows Vista, or Windows 7
MAC and Apple systems are not compatible with our call routing system.
•Minimum PIII 800mhz and 512 MB RAM (Windows 2000 or XP operating systems)2GB (Windows)
•Internet Explorer (version 6.0 or later)
•Adobe Flash Player version 9.0 or later
•Virus Protection Software and Anti-Spyware software that is regularly updated
•Cable , DSL or FIOS internet Connection
•Satellite and WIFI are not accepted.
Apply Online - Click Here!
Additional information:
Pay is per minute talk time (I cannot find how much they are paying right now). Contractors schedule themselves in 30 minute increments. Contractors work for programs that they first must certify for. Once the contractor certifies for additional programs, call volume increases. So, the more qualified contractors receive more calls and make more talk time pay. There are plenty of hours available on the schedule. Contractors call even log in without being on the schedule and take overflow calls.
There is a $45. background check fee that must be paid AFTER you are hired. Most work from home companies require the employee/contractor to pay background check fees and always AFTER the person is hired, not up front.
The inbound calls are typically for donations for fundraisers like PBS pledge drives. During pledge drives there are plenty of hours available.
Overall, ACD Direct has a very good reputation in the work at home world. I have a friend who has worked for them recently. I'll see if she has anything to add about ACD Direct and maybe she can answer any questions about the company that come up.
Please let me know if you get hired! :) Thanks for reading!
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