American Support Hiring Virtual Customer Service Representatives!

I was just hired by American Support as a Virtual Customer Service Representative.  They changed their name.  They used to be Element Customer Care (ring any bells?).  American Support offers billing services, tech support, and customer service call center operations and management.  The Virtual Customer Service Rep will be handling calls for a cable company.


So far everyone is nice and training is going well (and a bit on the overwhelming side!).  There's a lot to learn, but they have "Success Coaches" to help you every step of the way.  Also, tech support is available to make sure your computer is up to par for the job.  The friendly American Support employee who acts as tech support called to help set up my computer before training.  We ended up on the phone for 35 minutes as he walked me through all of the computer setup, software download and he even helped me configure my computer to use dual monitors!  He didn't have to do this much and I really appreciated it.  Most of all, he was happy to help and did not act in the least bit impatient.  I can repeat this scenario for other American Support employees I have had contact with, they are all nice and patient with new employees.


Some other very important benefits of this job are; the ability to be promoted from within rather quickly and BENEFITS!  American Support offers medical, dental, vision, 401k and more.  We have not attended the benefits webinar meeting yet so I do not have the full scoop on the "benes".  I'm just super excited to hear from another employee that the medical is very good and the premiums are low.


Room to grow and be promoted to other jobs in the company are a huge plus.  Everyone I have spoken to from American Support so far have told me that they started on the phones then were promoted to non-phone or partial-phone jobs in less than a year!  I'm sure there are others who have not promoted and chose to stay in their customer service rep position.  It is up to each employee to apply for open positions in the company according to their skill set.


As far as schedule, I have no idea what schedule they are currently hiring for.  I know that the call center is 24/7.  My group was hired for shift beginning in the daytime and only Mon - Fri.  There is always the chance that they will be hiring for evenings and weekends.  In the job listing it does list hours that the agent needs to be available, but doesn't specify what his/her shift will be.  I didn't find out until I got my offer letter.


Below this article you will find the (very long) job listing.  Please pay special attention to the upload/download speeds and computer requirements. This disqualifies many people.  I have known people to run out and purchase a new (upgraded) computer just to qualify as an applicant for this job.  This may have to do with the fact that current employees love working for American Support because of the supportive (no pun intended) atmosphere and company really values it's employees by promoting from within and offering great benefits.


Also note that there is a credit check and background check at the company's expense.  If 35% or less of your credit accounts are delinquent and you have not committed any credit crimes or robbed a bank you should be fine (I'm not totally sure about background check but I believe they are looking for any fraud or worse crimes).


You can find their facebook page with the jobs listing and more.  Just search "American Support". You may need to scroll past the first page to find it.


Thanks to poet for pointing out that American Support does not accept Canadian agents.  American Support only hired agents in the USA.  Also, American Support uses the LiveOps calling platform for their calls, but they ARE NOT LiveOps, they just subscribe to the LiveOps calling system.  My previous employer also used LiveOps calling platform.  Many companies do.


Here's the job listing:

Virtual Customer Service Representative Job Description

Shift availability must be flexible to work at least 8 hours between the hours of 7:00AM to 2:00AM, as schedules will be based on performance and tenure. Shifts may not include weekend days off.

Purpose:

To represent American Support and their clients by ensuring cable entertainment satisfaction through excellent customer service. The American Support Customer Service representative will offer courteous problem solving, provide quality information and promote additional services in response to customer needs. 

Major Duties and Responsibilities:

1. Sign in and out for scheduled shifts at appointed times. 
2. Must be able to use a computer terminal to access customer information and convey necessary information to customers. 
3. Ability to answer customer questions (basic information such as prices, programming, installation of services, billing, etc.) With appropriate and accurate information. 
4. Must be able to communicate effectively both verbally and written, face to face, on the radio, and over the telephone with customers and co-workers. 
5. Prompt resolution of customer problems/complaints (resolves basic issues and refers complex issues and concerned customers to appropriate lead representative or supervisor as necessary).
6. Must possess skills necessary for decision-making and retention. 
7. Must be able to operate a PC and computer printer. 
8. Setting priorities schedules/ reschedules service calls. 
9. Acquires and maintains current up-to-date cable "product" knowledge (i.e., Programming, promotions, etc.). Provides, with appropriate persuasive communication skills, information on cable services and enhancements. 
10. Must have the necessary skills to determine service outages (i.e., use Knowledge Base and all other systems).
11. Contacts customers concerning scheduled service calls. Must be able to handle basic dispatch duties, in the absence of dispatch personnel. 

12. Creating and maintaining customer information (may receive/transmit/route/relay service call information to dispatch or directly to the service technician. 
13. Other duties as assigned. 


Job Requirements

QUALIFICATIONS:

14. High school education or equivalent. 
15. A proven track record in school or work experience in working with people and excellent communication skills. 
16. At least one year of transferable experience required telephone/customer relations, knowledge of CRT procedures, mathematical aptitude. 
17. Background/experience that indicates dependability, flexibility, and ability to work in a fast paced environment. 
18. Employee must be available to work outside normally scheduled hours to satisfy customer needs.
19. Experience in public relations or sales are highly desirable. 
20. Acceptable background and credit history.
21. Bilingual language skills a plus. 


WORK AT HOME REQUIRED EQUIPMENT: 

The Virtual Customer Service Representative position requires Customer Service Representatives to have a personal location to complete responsibilities as designated outside of an American Support facility.

22. Home Office Requirements
• Comfortable and ergonomically safe furniture and office set-up
• Quiet work location, during all shifts callers and call auditors must not hear pets, children, television, and radio.
Note: Background noise including television, children and pets can result in immediate termination. 

23. Phone Requirements
• A traditional corded hard-wired phone is required to take/make calls for American Support clients, as well as attend American Support virtually held conference meetings. 
• Hard-wired phone can be either a traditional analog line from a telephone company or a digital phone from a cable or other digital phone provider. 
• Cell Phones, Vonage, Magic Jack, Skype and other voice over IP (VOIP) services are not allowed. Use of these services will be considered grounds for dismissal.
• Disable all phone features including: voice mail, call blocking, automatic telemarketer blocking, call forwarding, etc. 
• A compatible corded headset that attaches to the phone you will be using to take & make customer calls.
• Ability to make long distance phone calls to attend mandatory training webinars (unlimited plan is recommended). 
• Quiet space to be used as home office. 
• Calls will be routed to the dedicated phone number provided within the contiguous 48 lower US States. We do not currently route to AK, HI, US colonies, or internationally.

24. Internet Requirements
• DSL or Cable Internet. Our call routing platform is not compatible with Dial-up or Satellite internet. 
• Minimum upload speed of 5 megabits per second (Mbps) 
• Minimum download speed 256 kilobits per second (Kbps) 
• Workstation must be connected directly to a modem or a router connected directly to the modem.
• Wireless network connections will not be supported. 
• These speeds represent the typical standard high speed data service offered by cable and DSL providers. Liter packages or speeds are not recommended, and you may be required to upgrade. 
• Wireless connections are prohibited. You should have a DSL or Cable connection to your home office with a hard line running from the high speed data modem or router directly to your computer.

25. Hardware Requirements
• You must possess Administrative Rights to your Computer. 
• Minimum memory: 2 GB – 32-bit computer or 3 GB (preferred) – 64-bit computer
• Minimum processor speed: 1.5 GHz (Intel Pentium P4 or better)
• Minimum display resolution: 1024 x 768
• Sound card with speakers or USB headphones: you may be asked to listen to recorded phone calls or recorded training sessions/videos 
• Network card: integrated 10/100/1000 Ethernet
• Operating System: 
o Windows XP Professional with Service Pack 3 or 
o Windows Vista (not currently recommended as all programs do not function appropriately) or 
o Windows 7 (home premium or professional) 
o Web Browser: Internet Explorer version 8 and FireFox version 3.5.8
o Java – Version 6 update 11 or higher 
• Graphics Card: Minimum Required Configuration: graphics card and monitor able to support a minimum resolution of 1024 x 768 pixels 
o Recommended Configuration: Dual monitor capable graphics card with 2 monitors. We will accept a single monitor set up.
o Graphics card supporting 2 monitors simultaneously for extending available desktop space. 
o Each monitor should support minimum resolutions of 1024 x 768 pixels.
• Sound Card installed: Standard sound card with speakers and input jacks for external telephony headset for use when attending on-line webinars and training. 
• The call routing platform is not compatible with Macintosh.

26. Firewall, Spyware and Malware Protection
• You are responsible for installing, configuring and updating security software to protect your computer. Follow the instructions for your security software to make sure that it does not block access or pop-ups for web sites used as part of your job. 


American Support offers competitive benefits to include medical, dental, vision, and tuition reimbursement. Qualified candidate should apply on-line at: American Support Customer Service Representative. 
(https://elementcare.hostedcc.com/mason/qualification//43280.html)


American Support is an equal opportunity Employer EOE/M/F/D/V