Client Opportunities!

Transcription

1 Client Opportunities! Our Partner Arise Virtual Solutions contracts with several client companies presently and are always adding new ones. They all need call center support with inbound Sales, Service or Tech Support Calls. In some cases (not often) they will also need data entry; chat or support. You will notice that the pay range says starting this is because most clients will offer what is called performance-based incentives. This incentive could increase your service revenue by up to 35%! Our take away is this BY DOING YOUR VERY BEST YOU COULD EARN MORE! Roadside Assistance Clients: 24/7 servicing of inbound calls for roadside assistance and other service requests from client s customers and/or client account representatives. Possible outbound calls to client, client s customers and/or client account representatives for status and clarification purposes. Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives. Outbound coordination to client s independent service providers. Possible follow up calls to independent service providers for clarification and/or additional calls for secondary services. Pay Range - $10-$14 an hour

2 Online Retailer Clients Handle customer inquiries regarding order status, membership, and/or marketplace order. Handle each call with a genuine willingness to help. Restate customer s issue or reason for call Provide an empathy and reassurance statement Create a case in client system for every interaction Research customers account to accurately identify best solution/answer for customer inquiry Use client Knowledge Base to provide customer with accurate and complete information Utilize Chat and QA PF resources when necessary Consistently achieve a minimum of 90% CA and SOW Priority Commitment Pay Range - $8-$12 per hour

3 Home Service Clients: Receive inbound calls from existing contract holders (customers) on an item that is covered under their contract agreement: to initiate a claim, to request a service contractor, or to make a referral and/or maintenance request. Verifying of Caller s Identity before communicating account related information. Responding to general inquiries. Describing the services, plans, and requirements. Processing change of address requests. Accepting and processing requests for information materials. Researching and resolving customer complaints. Performing callbacks as a result of complaint resolution. Billing clarification questions. Claim status questions and inquiries. Three way conferencing and scheduling between customers and service providers. Pay Range - $10-$11 an hour Vacation Resort and Cruise Clients Inbound calls for assistance with bookings from client s customers and client s Travel Agent partners. Possible outbound calls to client-designated internal support departments, client s customers and/or client s Travel Agent partners for status and clarification purposes. Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives. Inbound calls for assistance with online check-in tools from client s customers and client s Travel Agent partners. Possible outbound calls to client-designated internal support departments, client s customers and/or client s Travel Agent partners for status and clarification purposes. Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives. Pay Range $9-$16 or more per hour depends on if Service or Sales Focus

4 Data Entry Clients Provide real-time IVR correction by listening to customer voice clips ( utterances ) of live calls and capturing the appropriate concept or data and enter the information into an innovative system. The Independent Businesses will support a variety of clients and the Interactions program is not client specific towards any other clients that may be removed or added to the program. The nature of the service is moving live calls along that are in a set pattern or a call flow process in which the IVR could not recognize (gets stuck). The IVR system needs your assistance to move them on in less than a second to avoid customer dissatisfaction. Generally, there is no interaction with customers. This is a real time data entry only program. Pay range $9-$10 per hour Tax Prep Clients Research, analyze and determine an appropriate course of action for TurboTax customers Interact with customers via phone, focusing on tax related questions, data entry and navigation Document all issues, resolution and follow up actions Provide consistent, high quality support to all customers Be a positive representative for the Intuit Organization; take a caring and empathetic approach to customer interactions Learn how to use the TurboTax product to accurately and efficiently resolve customer inquiries on the first contact Handle problem resolutions that may require follow-up and/or escalation to a higher level of expertise No tax preparation experience needed Pay Range - $10-$16 an hour usually seasonal

5 Medical Clients Assisting new or existing patients in a friendly courteous manner when processing requests for consultations Assisting patients to update their profile with new insurance information, make sure to recap key facts and content of the patient s conversation correctly. Example: name, address, phone number, address Setup an entirely new patient profile by following the registration outline and ensuring accuracy of information entered into client s system. Use of soft skills to demonstrate empathy when appropriate and always providing a positive patient experience. Demonstrate listening and communication skills to solve a customer concerns with any type of escalation. Overall deliver a customer experience that drives First Call Resolution by recapping initial reason for calling and confirm with the customer that you have heard the key facts. Pay Range starting at $11.50 per hour Theme Parks and Dining Calls from park guests or park employees wish to make reservations for Lodging, Dining Plans, Tickets, Air, Packages, or asking general question about those areas. Client Support Professionals will service the Program by providing high level customer service to existing and new guests while matching their wishes and desires with relevant products and services. Pay Range starting at $10-11 per hour

6 Energy Clients First Call Resolution (FCR) Demonstrate knowledge of energy process and policies Build trust and rapport through a clear and respectful interaction with the customer Ensure high Customer Satisfaction (CSAT) while resolving issues Understand Call flow for the client and utility regulation Pay Range starting at $11.50 per hour HOME IMPROVEMENT What to Expect Assisting customers with product questions Placing new orders Handling existing orders: returns/ replacements Provide store specific support Contacting vendors for shipping information Capabilities of CSP for this Program Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations Provides knowledgeable, friendly and eloquent customer service Experience working with users to identify the best solution Pay Range: $12.50-$15.00/hour

7 Vacation Home Rentals Worldwide Service Type I Handle calls and s from customers with issues relating to activities such as website issues, profile issues, property issues, and more. Provide knowledgeable, friendly client service to the worldwide Airbnb community and properly resolve customer challenges as needed by phone and/or o Research and troubleshoots problems using available resources Respond professionally to inbound contacts, including urgent situations Compose thoughtful, articulate, and accurate messages, or customizes prepared responses to customer s Service Type II Handle calls and s from customers with issues relating to problem resolution and mediation between guests and hosts Care for others and make them feel like they belong Establishes and maintains customer relationships; builds and delivers solutions that meet and exceed customer expectations; delivers community-centric solutions Listens attentively and actively to guests and hosts, encouraging expression and participation of others Keeps calm under pressure and reacts quickly and easily to new situations challenges, helping to resolve issues swiftly and with confidence Objectively gathers information, quickly identifies what is relevant and what isn t; makes good and timely decisions based on all information presented even if the full picture is not presented Stays calm in uncomfortable situations; demonstrates flexibility, adaptability, and the willingness to experiment in building solutions as needed Capabilities of Top Performing Call Centers for this Program Outstanding problem solving, mediation, and negotiation skills Patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations Efficient in writing and verbal communication. Able to provide knowledgeable, friendly and eloquent customer service Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies. Familiarity with ticketing systems Strong mediation skills and experience working with users to identify best solution. Experience with policy work, or help resource project management. Previous, demonstrable experience with creation of online help resources Pay Range: $16-18/hour

8 CAR RENTAL What to Expect Responding to general inquiries Providing information regarding the car rental center location in question Respond to inbound sales and customer service inquiries from client's customers Answer inbound calls for customers requesting general information regarding services provided and location specific information. To include hours of operation, rental policies, location way finding, etc. Agents assist customers in reserving a vehicle, and must use sales tactics such as assuming the sale and overcoming objections. The agent will need to input reservation and all pertinent information into the client system Capabilities of Top Performing Companies on This Program Patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations Skill and efficiency in writing and verbal communication Knowledgeable, friendly and eloquent customer service Showcasing expert sales techniques and ability to overcome customer objection Pay Range: $11.50-$13.00/hour

9 Home Services What to Expect Call centers will provide inbound and outbound customer service support, assisting customers with: Rescheduling service appointments when a technician is unable to meet originally scheduled appointment time, Rescheduling service appointments when customer is not home when the technician arrives and rescheduling service appointments when customer requests a different service time than previously scheduled. Responding to member inquiries regarding technician arrival time and requests for technician to return. Notify members about appliance part status. Capabilities of Top Performing Call Centers for this Program Strong customer service skill and ability to show empathy to customers, while offering solutions Excellent listening skills Impeccable attention to detail and focus Ability to navigate multiples systems during a call to gather information and assist the customer Pay Range: $ /hour

10 Worldwide Online Auction Shopping Skills demonstrated by CSP: Deliver fluent written and verbal English Demonstrate a proven ability to deal with challenging customers and situations Be confident in ability to achieve metrics Build and maintain strong working relationships through exceptional communication Provide proven problem-solving capabilities to deliver practical solutions Expertly navigate the Internet and demonstrate a working knowledge of Microsoft Office programs such as Outlook, Excel and Word Type 25+ words per minute Demonstrate a general understanding of auction site - it is an advantage if you are a buyer or seller on such site Previous customer service experience within a call center/call handling environment is highly beneficial to succeed in this program Pay Range: $12/hour