Customer Service Representative - North America

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

PERFORMANCE RESPONSIBILITIES:

• Perform/handle outbound or inbound customer communications via phone or email.
• Advise customers on behalf of OnProcess Technologys 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 Technologys key performance standards and quality objectives
• Work as an integral part of the Delivery Services team; contributing to the departments ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through program
• Participate in the OnProcess Virtual Office program - a requirement for remote positions.

QUALIFICATIONS:

• 2 Years Previous Contact Center experience
• High School Diploma or equivalent
• Attention to detail and accuracy
• 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
• 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)
• Pay is $12 hrly, full time and permanent including Benefits
• Shifts will included weekends
• Must have a dedicated workspace within the home free of distractions (cannot be in a common area)

Computer Requirements:

- 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 25MB download and 5MB upload

-Hard wire the computer within 25 feet of a network jack

PHYSICAL DEMANDS / WORK ENVIRONMENT

• Daily operation of various office based equipment: fax machine, telephone & voice mail operating system. Desktop/laptop computer and e-mail system
• May be required to sit or stand (presentations/meetings) for extended periods of time
• May spend extended periods operating desktop computer, requiring hand-eye coordination and finger dexterity; and communicating face-to-face, on the telephone and in writing

Light lifting of paperwork, folders or other general record keeping materials