Work-At-Home Phone Agent

[tam2005]

Unresearched...

Job Description:
Responsibilities We have work-at-home opportunities out of our new Baton Rouge contact center. These positions involve receiving incoming calls and providing superior customer care and sales with the intent of providing customer satisfaction and retention, and meeting sales goals.
Candidates MUST have a secure, private area in their home or work location to take phone calls and service customers. The workstation MUST be free from all outside noise and distractions during the entire work schedule. The work location must be in the EBR local calling area and have a reliable high-speed internet connection (no dial-up connections). We are not an outsourcer or a contractor. Employees work for Staples/Quill and have set full-time schedules(schedules to not vary from week to week).

Candidates must be available to attend a 4-6 month onsite training at our Highlandia Road contact center. After training is completed, work-at-home agents work from their home workstations and report to the contact center approximately once a month for meetings and training. We provide our WAH Agents with a Staples owned computer to use exclusively for work purposes.

Our Work-At-Home Program IS:
-An opportunity to have a professional career working for a Fortune 150 Company from the comfort of your home.
-A way to save your hard-earn money on transportation and wardrobe expenses.
-A way to protect the environment by reducing pollutants caused by traditional commuting.
Our Work-at-Home Program is NOT:
-A work-at-home opportunity where you have to make a financial investment or attend a seminar
-A substitute for family care, tending to personal obligations or working another job as agents are required to be at their workstations with no outside noise or interruptions during the entire eight hour work shift (except for breaks and lunches). Phone and computer adherence is monitored remotely.
These positions start at $9.05 per hour and are eligible for our extensive benefits program on the first day of the month after 90-days of employment.

WAH Agents assist our customers by taking telephone orders, answering pre-sale questions, and assisting with item selection in a professional and polite manner and in accordance with published departmental performance standards.

REPORTING RELATIONSHIPS:

This position reports to a Customer Relations Team Manager.

PRINCIPAL RESPONSIBILITIES:

1. Performs accurate entry of phone orders into a computer, solving pricing and other order-related problems as needed.
2. Assists customers with product selection, suggesting appropriate substitutions, and relaying information regarding various policies and guarantees. Attempts to convert calls to orders.
3. Utilizes the PSR Dept. to locate products not found in available resources.
4. Promotes special sale items and product attachments with a "soft-sell" approach on an add-on basis.
5. Refers customers to Team Leader as needed for assistance beyond normal routine handling.
6. Provides feedback to management on any recurring procedural or product problems.
7. Collects valuable marketing and credit information from customers as requested.
8. Attends catalog, product information, and special training sessions as directed.
9. Builds and maintains internal and external customer relationships while providing uncompromising customer service.
10. Meets and maintains department production and quality standards.
11. Performs other related tasks as required or requested.

INTERNAL/EXTERNAL CONTACTS:

Contacts departments as needed to resolve customer inquiries and orders.
Daily contact with customers.
Qualifications BASIC QUALIFICATIONS:

Graduation from high school or GED
Related training or work experience.
Experience with customer contact, preferably on the telephone in a customer service or sales capacity.
Demonstrates effective oral and written communication skills.
Excellent PC and Internet Skills and the ability to navigate several screens at one time.
Reliable attendance.
Solid work history