F r e q u e n t l y A s k e d Q u e s t i o n s a n d A n s w e r s T r a v e l a n d C u s t o m e r S e r v i c e S p e c i a l i s t P o s i t i o n General Q: What are the benefits of working from home? A: What is not beneficial about telecommuting? Working from home offers many benefits including: the flexibility of not having a commute, flexible scheduling, and not worrying about a professional wardrobe, weather, or gas prices!! Working from home for VIPdesk will allow you to join an amazing team, develop friendships all over the world, practice your language skills while talking to people from different cultures and backgrounds, and advance in your career - all from your home office. Doesn t it sound exciting? Q: How do I apply to become a Travel and Customer Service Specialist with VIPdesk? A: If you would like to apply, please visit our Employment Recruiting Portal at www.vipdesk.com/employment. You will be able to view our current openings and create an account. Once you create an account, you will be able to apply for the positions that best fit your career needs and professional qualifications. We appreciate your interest in VIPdesk. However, please do not submit resumes by direct mail or email as they may not be considered if not received through our recruiting portal. Q: What is the process and application timeline? A: The process from the time you submit your resume until you begin training if you are selected is approximately 6-8 weeks, when we are actively recruiting. We accept resumes for some positions year round on our website, but are not always actively recruiting. It can take longer to receive a response when we are not actively recruiting. The process involves the following steps if you are selected to continue through the process: 1. Job specific questionnaires. 2. Computer scan. 3. Writing sample. 4. Formal job application. 5. Completion of background information and Self-Assessment survey. 6. Interview. 7. Background check and verification of employment references Q. Can I apply more than once? A. You can apply for each position that is advertised. Q. How do I update my application? A. You can log into your account at any time and update your personal information and resume that you provided to VIPdesk. Q. Do you hire Home-Based Travel and Customer Service Specialists who reside outside of the United States? A. Yes, VIPdesk has team members located in Ontario, Canada. Should we start to hire in other countries outside of the United States and Ontario, Canada in the future, we will post those openings on our website. So, please check our website often for any updates! 1
Q: I have applied for the Home-Based Travel and Customer Service Specialist position with VIPdesk. How long should I expect to hear a response? A: We appreciate the time you have spent applying and will be sure to let you know either way whether you are selected to continue in the process or not. The timeframe is dependent on if we are actively recruiting and reviewing resumes. You can log into the Recruiting Portal at any time and review your progress with the position. In addition, as you complete steps of the process, you will be updated via email of your status and next steps. Q: I want to apply for the Home-Based Travel and Customer Service Specialist position but I noticed you run a credit check. Is a credit check a requirement for this position? A: Yes, successfully passing a credit check is a job requirement. Our team handles confidential and financial information and we are contractually obligated by our Clients to perform a credit and background check on selected candidates. Q: Am I required to provide my Social Security number to complete a background check? A: Yes. Running a credit check is a requirement for this position and your Social Security number is required for this process. We can assure you that VIPdesk and our background vendor have the highest security standards to ensure your personal information is kept secure and confidential. VIPdesk is in compliance with the Fair and Accurate Credit Transactions Act as well as with all federal and state credit protection laws. Q: Will my FICO score be affected when VIPdesk runs the credit check? A: No, it is not affected. VIPdesk is in compliance with the Fair Credit Report Act and therefore, your FICO score is NOT affected when running credit checks as a condition for employment. Q: Are there any circumstances or conditions which would exclude me from employment with VIPdesk? A: Candidates applying for the Travel and Customer Service Specialist position must meet the following requirements: At least 18 years of age; Either a U.S. citizen or authorized to work in the United States or Ontario, Canada; Meet the qualifications of the job description; Complete a self-assessment survey and writing sample; If applying for a bilingual position, be able to pass a language skill test; Pass a credit check and a thorough background investigation which includes verification of past employment and criminal history; Available to attend and successfully complete our training class. Q: What information is considered before hiring? A: Our recruiting team will consider all the information you provide during the application and interview process. This includes meeting the qualifications in our posted job description. Pay & Benefits 2
Q: How much do home-based Travel and Customer Service Specialists get paid? A: The Travel and Customer Service Specialists earn an hourly rate plus incentives. The average hourly compensation for the position is between $10-12/hour. Detailed information about our compensation structure will be provided during the interview process. Q: What Benefits/Perks does VIPdesk offer? A: Full-time and part-time team members are eligible for VIPdesk s benefits. Medical, dental, and vision insurance is effective on the first day of the following month after hired. VIPdesk s benefits/perks include: Medical insurance, includes prescription coverage Dental insurance Vision insurance Basic life insurance, short and long-term disability, life and personal accident insurance (Full-time only) Supplemental life insurance Health Care Flexible spending account (Full-time only) 401 (k) plan Paid time off (PTO) (Full-time only) College Savings Plan Pet Insurance Exclusive discounts from Partners and many more perks!! Travel and Customer Service Specialist s Work Q: What kind of work would I be doing? A: You will be handling telephone calls and emails from the customers of a credit card organization. Typically, customers call or email with questions on card benefits or the reward redemptions program. This position will answer these questions and assist customers in fulfilling requests, which will include recommending and booking travel requests using a GDS system. In order to fulfill the demands of this fast-paced job, it is very important to have experience using a GDS system to book travel and experience in travel industry. Q: Would I be doing any telemarketing (conducting outbound sales)? A: No, the position does not involve any outbound sales. The only type of outbound calls you would make would be for a return call to a customer. Q: How are home-based Travel and Customer Service Specialists supported when they have questions or technical problems? A: VIPdesk recognizes our team members as the reason for our success and we have implemented several programs to coach and assist our new as well as current team members. Our Technology team is available 24/7. Upon being hired, our new Travel and Customer Service Specialists go through a very extensive training on our client, the position, and applications to ensure they are able to perform in the position. 3
Further, team members have regular meetings with their managers where they review their progress and areas of improvement. Finally, there is a Manager on Duty during shifts to answer questions and management is always available should you have questions or need assistance. H ome Set - Up Requirem ents Q: What are the home office requirements? A: We require our home-based team to have a separate room to be used exclusively as a home office. The home office should have locks on the door to ensure data security and must provide a quiet environment conducive for receiving business calls. Q: Do I need a dedicated phone line for this position? A: VIPdesk requires all home-based team members to have a dedicated phone line for work. Therefore, all the calls to the dedicated phone line will be for VIPdesk related business. Q: What are the dedicated phone line requirements? A: VIPdesk requires the dedicated phone line to be a landline with no additional features. We do not allow VOIP (e.g., Vonage). Should you be hired, additional information will be provided to you prior to training. Q: Are there other technological requirements? A: Yes, VIPdesk has specific technology requirements to ensure our systems function effectively and to ensure security of information and systems. During the application process, you will be required to complete a scan to determine if your computer meets our requirements. In addition, if you are hired, the Technology Team will conduct an audit to ensure the requirements are in place and your computer is functioning properly. The following are required: Processor Speed - Single Processor: 2 GHz or higher; Dual Core Processor: 1 GHz or higher. Operating System - Windows XP with Service Pack 2 or Windows Vista with Service Pack 1 (32 bit) (Windows 2000 or lower, Windows 64 bit, Windows 7 and MAC are not allowed) MS Office - including Word and Excel Memory - 1 GB RAM or higher Web Browser - Minimum: IE 6 with service pack 2 or IE 7 High Speed Internet Access - 1.5 Mbps or More - DSL or Cable Modem only (Dial up, Satellite, and Wireless Connections are NOT allowed). Sound - Sound card with speakers or USB speakers Instant Messenger - Required (AOL IM) Anti-Virus/Anti-Spyware/Firewall Applications - Current and regularly updated. Additional information provided if selected. Gmail email 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 such as Sony, AT&T and Panasonic. 4
Headset with a noise-cancelling microphone (Not wireless) Telephone Access - One work phone line (land line only) dedicated to VIPdesk. No VOIP (e.g., Vonage). Shredder Machine Ability to send and receive faxes File cabinet with lock Q: What Internet Service Provider should I use for my high-speed Internet access? A: We do not specify a particular ISP, but require that it provide consistent "up" time. Unfortunately, dial-up, satellite, and wireless connections do not meet our requirements at this time. Training Q: How is the training conducted? A: All of your training will be done online and over the phone, similar to online college courses. Some training on systems is facilitated in self-run modules. The training sessions will be led by a trainer and will last approximately four weeks. Training is done from the comfort of your home and 100% attendance is required. Q: How long is training? A: Training varies by client program and complexity. For this position, we expect training to be about four weeks. Q: How often do you offer training classes? A: Training classes depend on our hiring needs, but may offer 3-4 training classes throughout the year. Q: Will I be required to pass a test upon training completion? A: Yes. You will be tested at various points during your training to ensure your ultimate success once you begin taking calls. You will also need to successfully pass an Assessment prior to handling any requests from customers. S c heduling Q: Are Home-Based Travel and Customer Service Specialists positions parttime or full-time? A: VIPdesk hires team members to work on a part-time and full-time basis. Q: How many hours per week do Travel and Customer Service Specialists usually work? A: Full-time team members work 35-40 hours per week. Part-time team members work between 16 and 34 hours per week. Q: What are the current scheduling requirements: 5
A: VIPdesk s operating hours are 24/7/365. We require candidates to be available during our operating hours, which includes nights, weekends, and holidays. We are currently seeking candidates with the following availability: Full-time: 7am-7pm ET, Monday through Sunday and 12pm-12am ET, Monday through Sunday. This does not mean you work 7 days a week or 12 hour shifts. This open availability allows VIPdesk to schedule you anywhere within this timeframe depending on call volume needs. Full-time team members are generally scheduled for 5 shifts a week, 7.5-8.5 hours in length. Part-time: 9am-3:30pm ET, Monday through Sunday and 5pm-12am ET, Monday through Sunday. This does not mean you work 7 days a week. This open availability allows VIPdesk to schedule you anywhere within this timeframe depending on call volume needs. Part-time team members are generally scheduled for shifts that range from 3.5 to 8 hours in length. The number of shifts per week varies. Weekends and holidays are required. Q: How is the schedule done? A: After determining the expected call and email volumes from our customers, we will schedule you to work during the availability outlined in your offer letter. We then post those schedules through our online tool and you will know your schedule 2-3 weeks in advance. Q: How often do you post schedules? A: Monthly. Q: Will I have the same schedule every week? A: Your schedule will vary within the availability outlined in your offer letter and can be different each week. Q: Are you in need of people to work late-night hours? Weekends? A: Yes. 6