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Introduction to Direct Interactions
Based in Seattle, Direct Interactions provides contact center solutions using American agents that work from home. We are socially responsible in our business practices and seek to provide great at-home work opportunities for all Americans, including people with disabilities. Our clients rely on Direct Interactions to support their customers by telephone and email while representing their brands with care and professionalism.
About the Position
Your role is handling a high volume of incoming phone calls from motorists with unpaid parking tickets as well as calls from motorists calling for information and assistance with digital parking meters.
Digital parking meter calls are fast paced calls from motorists who call an automated system and if their telephone number is not recognized by the system they are routed to our agents for an explanation of how parking via cell phone works and for assistance in registering them within the system so they can park at meters without coins as well as calls typically include registration calls as well as FAQ’s.
In the case of unpaid parking tickets the motorists’ vehicle has been immobilized and they must contact the call center and pay to mobilize their vehicle. Agents on this program have the ability to remain calm, cool and collected in stressful situations while providing accurate information to upset callers. Agents must be able to handle and resolve customer complaints.
Politely answering calls and processing payments
Quickly and accurately dispense information to motorists
Show empathy towards motorists
Inbound and outbound calls
Accurate and legible data entry
Be knowledgeable of HelpCenter policies and software- CRM, phone system etc.
Complete assigned tasks from supervisors and others
Additional duties not listed
Legally Able to work in the United States
High school diploma or GED required
Minimum of two years experience working in a virtual, work at home call center required
Must be able to pass a criminal background check
At least 1 year experience in a high stress call center environment (brick and mortar or virtual). Examples include: Collections, 911 dispatch/operator, taking calls for fraud line, roadside assistance.
Computer running Windows Operating System (XP, Vista or 7) Mac’s and Windows 8 are not compatible with our clients’ software.
Internet Explorer 7 or greater required with Mozilla Firefox as needed.
DSL or Cable internet (Wireless and Satellite are not compatible with our software)
Corded landline telephone (no cordless telephones or cell phones permitted)
USB Headset required
Current antivirus and antispyware
Installed, operational firewall
Summary of Essential Skills:
Excellent verbal communication skills including grammar and voice quality
Ability to remain poised under pressure for back to back calls
Ability to quickly establish rapport with customer, show empathy for their frustrations or concerns and resolve the issue in a timely fashion
Excellent customer service, interpersonal communication and active listening skills
Ability to show resilience and tolerance to stress
Treat all callers, technicians and coworkers in a professional manner at all times
Documentation, data entry, organization and problem solving skills are desirable
Ability to handle detailed work with a high degree of accuracy and speed
Computer literate and knowledgeable of e-mail and Microsoft Windows. Agents are responsible for maintaining and troubleshooting their own computers.
Ability to multi-task in a fast paced environment
Function comfortably in a performance based call center where calls are monitored, recorded and assessed
Program hours are currently 2am-11pm Pacific Time 7 days per week, with further expansion likely. Agents must be able to show 30+ hours of availability each week within those hours and with at least 6 of those hours on the weekend.More availability is welcome and additional hours may be scheduled at the discretion of the director of operations. Actual hours scheduled will depend on client needs, agent performance and adherence to schedule.
Paid at $9.25 per hour. Class date TBD
$10 per hour (Bilingual Spanish offers a pay rate of $12 per hour once certified on all cities.)
We are always seeking bilingual English-Spanish and English-French speaking representatives.
To Apply, Please Visit:http://ch.tbe.taleo.net/CH02/ats/car…S&cws=1&rid=71