Rewards Redemption Specialist (Temporary)

Current Openings <====== Click there to apply

Temporary, Full-time Position: October 8, 2012 - February 2013

    
Summary: 
The home-based Rewards Redemption Specialist position is part of VIPdesk’s Concierge offering.  This position will fulfill rewards redemption requests via phone.  The Rewards Redemption Specialist will use a variety of resources and information to assist customers in a prompt, professional, and concise manner.

VIPdesk operates 24/7/365. Standard operating hours for this position will be Monday through Sunday, 9:00am-9:00pm Eastern Time.  This is a temporary position that will be scheduled between 35 to 40 hours a week.  Weekend and holiday work is required. Fluency in English is required. 

Essential Duties and Responsibilities include the following.Other duties may be assigned. 

• Handles customer rewards requests on behalf of VIPdesk’s client, from home office via phone;
• Interacts with customers to provide information in response to inquiries about rewards programs and to handle and resolve complaints;
• Provides accurate and timely information regarding program terms and conditions;
• Fulfills rewards redemption requests and communicates opportunities for rewards redemptions based on available balances;  
• Applies high quality customer service guidelines when fulfilling customer requests;
• Communicates responses in a clear, professional, timely and concise manner;
• Represents client in a professional, courteous manner;
• Attends meetings and trainings as required to obtain new and pertinent information about the client and their products and services.
• Uses web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information;
• Applies client and VIPdesk policies as applicable whenever interacting with customers.
• Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, handle time etc.).
• Other duties as assigned.

Job Requirements:

• Able to sit in a confined position for 95% of each scheduled shift.
• Keys data into the computer system and views a computer screen repetitively.
• Due to the home-based nature of this job, the Rewards Redemption Specialist is required to have a home-office environment, phone line, internet connection, and a computer system that meets VIPdesk policies and maintenance requirements, including system upgrades as applicable, which may change over time.

Qualifications:

• High school diploma or equivalent required;
• Some college preferred;
• 2+ years related customer service experience required;
• Hospitality and Service orientation a must, direct experience is highly desirable;
• Strong computer and internet skills.  Able to learn quickly in a technical environment.
• Working knowledge of Microsoft Office programs;
• Able to type at least 35 words per minute;
• Outstanding customer satisfaction and follow through skills, understanding the highest levels of customer service;
• Polite, friendly and knowledgeable phone demeanor;
• Highly adaptable, self-motivated and self-disciplined.
• Able to learn and work independently as well as in a team environment;
• Detail oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence;
• Able to thrive in a performance-based environment;
• Ability to work weekend and holiday hours;
• Excellent English verbal and written communication skills;
• Able to successfully pass a credit, criminal and employment reference security check;
• Able to provide a work at home environment that is ergonomically sound, conducive to taking customer calls, quiet and free from distraction;
• Able to supply a computer, internet, and telephone and service that meets the current minimum requirements.  

System, Telephone, and Office Requirements to be provided by the Rewards Redemption Specialist**:

• Processor Speed - Single Processor: 2 GHz or higher; Dual Core Processor: 1GHz or higher
• Operating System - Windows XP with Service Pack 3 or higher, or Windows Vista with Service Pack 2 or later (32/64- bit ); Windows 7. (Windows 2000 or lower and MAC are not supported)
• MS Office - Including Word and Excel
• Memory - 1 GB RAM or higher
• Web Browser - Minimum: IE 6 with service pack 2 or higher 
• Internet Access – 1.5 Mbps or more, High Speed Internet Access - DSL or Cable Modem (Dial up, Satellite, and Wireless Connections are NOT allowed). 
• Gmail e-mail account 
• Telephone - Analog (not digital), corded phone (Not Cordless), key pad needs to be on the base (can not be on handset), the handset needs to be removable (cord from jack), a good brand.
• Headset that is corded and able to connect to telephone base, noise-cancelling, and of a quality brand (wireless not permitted).
• Telephone Access - One work phone line (land line only) dedicated to VIPdesk. Analog or Fiber Optic Digital (no VoIP - e.g., Vonage).
• Ability to receive and send faxes.
• Sound card with speakers or USB speakers.
• Anti-Virus Software, Anti-Spyware, & Firewall - Current and regularly updated required.
• Home Office - Home office is in a separate room that is noise free and has a door with locks.
• Cross-cut Shredder Machine
• File cabinet or desk drawer with lock

 Compensation:  

• Hourly Rate $9-10/hr
• Training and Meeting Rate, Federal or State minimum wage, whichever is higher

 VIPdesk is proud to be an equal opportunity employer, M/F/D/V.

VIPdesk Benefits

VIPdesk prides itself in being the employer of choice by offering competitive compensation, flexible work schedules, and a friendly, open work environment dedicated to recognizing individual and team accomplishments.

Your specific benefits package will vary depending on your position, classification, and tenure with VIPdesk but may include:

• Flexibility: ability to set your hours around your personal schedule which may include daytime or evening work, weekend schedules, part-time hours, or full flex scheduling.
• Work/Life Balance: enjoy working out of your own home-office with no stressful commute - giving you more time for the things that are most important to you.
• Work Environment and Culture: work in a corporate culture that thrives on openness, trust, empowerment, and positivity. You'll have an opportunity to work with other smart, creative, and engaging team members who have a passion for service and a desire to be part of a successful team.
• Savings on Expenses: by working out of your home office you'll experience reduced expenses associated with transportation (gas, vehicle maintenance, parking, tolls, or public transportation costs) wardrobe (purchasing "work clothes", dry cleaning), and meal expense.
• Rewards and Performance Incentives: receive additional compensation and intangible rewards from programs designed to recognize top performing team members based on program specific key performance indicators.
• Paid Vacation and Holidays: receive paid time off in addition to company recognized holidays.
• Medical, Dental, and Vision Insurance: opportunity to secure medical and dental benefits offered to both part-time and full-time team members.
• Retirement and Flexible Savings Accounts: participate in a 401k plan to secure savings for retirement or in flexible spending or college savings accounts.
• Life Insurance, Long-term Care, and More: receive basic and supplemental life insurance, whole life insurance and long-term care, accident/critical illness insurance, short and long-term disability, and more.