The Brand Ambassador-ServiceMagic is responsible for assisting VIPdesk’s client’s customers via phone. Brand Ambassadors will assess customers’ needs and schedule appointments and/or refer them to the applicable pre-screened home-improvement contractor in their area. The Brand Ambassador will assist the customers by helping them submit their requests and providing information on additional services. The Brand Ambassador will use a variety of resources and information to assist customers in a prompt, professional, and concise manner.
Part-time and Full-time positions available.
Part-time is up to 34 hours per week, Full-time is up to 40 hours per week.
We are seeking the following availabilities: Part-time 4pm - 12 am ET, Full-time 7am-7pm and Full-time 8am–8pm ET Mon-Fri and Sunday
Training Dates: September 24 - October 5, 2012
Training Time: 11:00am - 5:00 pm ET
Essential Duties and Responsibilities include the following. Other responsibilities may be assigned.
- Handles customer requests on behalf of VIPdesk’s client, ServiceMagic, from home office via phone.
- Interacts with customers to provide information on submitting requests and home improvement contractor needs and information.
- Utilizes upselling and cross-selling techniques to increase customer experience and convert inquiries into firm referrals for client.
- Represents client in a professional, courteous manner.
- Uses client programs proficiently to assist customer.
- Attends meetings and trainings as required to obtain new and pertinent information about the client and their products and services.
- Applies high quality customer service guidelines while servicing customers.
- 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, sales, etc.).
- Other duties as assigned.
System, Telephone, and Office Requirements to be provided by the Brand Ambassador, ServiceMagic**:
- Processor Speed - Single Processor: 2 GHz or higher; Dual Core Processor: 1GHz or higher
- Operating System - Windows XP with Service Pack 3 or higher, Windows Vista with Service Pack 2 or later (32- and 64-bit), Windows 7. (Windows 2000 or lower and MAC are not supported.)
- Memory - 1 GB RAM or higher
- Web Browser - Minimum: IE 6 with service pack 2 or IE 7
- 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).
- *** May be responsible in future to provide approved USB noise-cancelling headset
- 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
- 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 Brand Ambassadors 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.
Job Qualifications:
- High-school diploma or equivalent required. Some college preferred.
- 1+ years related customer service experience required.
- Prior sales experience required.
- Knowledge of basic home repair services is required.
- Able to thrive in a performance-based environment and motivated by sales goals and incentives.
- Excellent verbal and written communication skills.
- 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.
- Able to use effective and probing questioning and listening techniques to identify customer needs.
- 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 work weekend and holiday hours.
- 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.
- Training/Meeting/Other Rate - Federal or State minimum wage, whichever is higher
- Bonuses based on talk time
- Total compensation averaging $8.50-12.00/hr (hourly rate is $8.50 plus commission/bonus structure)
Interested applicants should electronically submit a cover letter and resume, along with salary requirements via our website www.vipdesk.com.
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.
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