Job Description 



Would you enjoy working as a customer service representative for a dynamic company? Are you interested in a work from home opportunity instead of a call center while still being part of a customer service oriented team? As a Work from Home Customer Service Representative with NEW, you will get that opportunity and so much more! 

 

NEW is the leader in innovative, extended service plans and comprehensive service management solutions. As a Work from Home Customer Service Representative you will be part of an award-winning customer service team! You will be an integral part of the team by providing exceptional customer service while troubleshooting customers’ programming and/or equipment issues, resolving issues in relation to claims, warranties, servicing products and accurately determining entitlement and setting up service options. Demonstrating world-class customer service is the key to your success with NEW!


Job Responsibilities

 

In addition to demonstrating world-class customer service, as a Customer Service Representative, you will have a wide range of responsibilities, including:

 


Handling incoming call requests from customers to ensure programming, equipment and account needs are met/exceeded

Delivering customer service by communicating with energy and personal confidence

Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction

Determining appropriate course of action to ensure the result is win-win and appropriately documenting the interaction through contact tracking

Providing value added equipment/programming service options to customers to increase total customer service experience

Utilizing required resources and applications to ensure first call resolution, accuracy and efficiency in resolving customers' issues.

Assisting customers with billing and other general inquiries              



 



Job Requirements 

Job Requirements

 

A qualified Work from Home Customer Service Rep will have a minimum of 6 months experience in a customer service, retail or call center environment. Additionally, you will need:

 


High level of PC knowledge including familiarity with a Windows XP environment

Excellent interpersonal, organizational and communication skills (both verbal and written) required

Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast paced customer focused call center

Ability to get along with others, accept constructive feedback and exhibit a positive attitude

Demonstrated passion for excellence with respect to treating and caring for customers

Ability to work effectively in a team environment

Strong decision-making and analytical abilities

Ability to work in a fast paced, production environment

High school diploma or GED required

Must be able to type a minimum of 30 wpm

Must be flexible to work shifts as required (evenings, weekends and holidays)

Must be able to pass a background check

Must be able to attend all scheduled training classes and pass required exams during the 4-6 week training period

Must be able to provide a distraction free home office environment

Must be able to meet all the work at home equipment and connectivity requirements

PC and technical troubleshooting experience a plus

A+ certification a plus