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Work-At-Home Customer Service Representative

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Work-At-Home Customer Service Representative

Postby tam2005 » Tue Jul 07, 2009 3:40 pm


The Work at Home Customer Service Representative is responsible for interacting extensively with customers from their home office location. This role includes gathering information, keying data, and providing answers to our customer. The home office should be an organized, quiet location that is free from distractions (i.e. televisions, pets and other occupants of the home etc.)

Job Responsibilities:
· Provide superior phone service to new and existing customers.
· Learns and maintains a thorough working knowledge of all product information.
· Completes and maintains call reports per production requirements.
· Call customers when necessary to advise follow up on research items.
· Initiate workflow (webforms / DocFinity requests) documents with other departments accurately.
· Handle irate customers in a professional manner, showing empathy and ability to work through any situation effectively.
· Obtain customer and personal feedback / information and forward suggestions for improvements when applicable.
· Relies on instructions and pre-established guidelines to perform the functions of the job.
· Conduct necessary research to determine best resolution in balance with business needs.
· Promote company by providing top-notch service and inviting referrals.
· Meets/exceeds established standards for CSR quality and productivity.
· Willingness to work over the phone or via email with our Information Technology support team to troubleshoot and resolve technical issues as needed.
· Will be required to attend monthly meetings, one on one sessions with immediate supervisor and necessary training sessions as assigned, either in the call center or via video conf.
· Allow for flexible scheduling during situations that the call center is unable to function as normal (i.e. weather related emergency etc.)
Performs other duties as assigned

Job Requirements
· Knowledge and use of correct spelling.
· Good verbal and written communication skills.
· Ability to type 20 wpm minimum with accuracy.
· Ability to write legibly.
· Ability to listen attentively and provide excellent customer service skills with difficult callers.
· Ability to read aloud accurately with proper grammar, good enunciation, and smooth flow.
· Ability to operate a phone, computer system, copier and other office equipment.
· Ability to adhere to all organizational policies and procedures.
· High school diploma or equivalent work experience required.
· Minimum of 1-year experience in a customer service environment.
· Minimum of 6 months Esurance Customer Service experience preferred.

Physical Demands & Work Environment:
Normal office environment; no unusual physical demands.
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
This position description intends to describe the general nature and level of work being performed by people assigned to
this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are
listed is not significant.

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