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Nights & Weekends Call Center Representative

The position of Nights and weekends Call Center Representative is an important one with our company. The Nights and weekends Call Center Representative is our customer’s first experience with our company during emergency situations after hours. It is an important responsibility as this is the point at which we first begin to establish trust with our client and assist them in emergency situations. Anyone performing in this capacity must have the verbal skills and professionalism that will allow for effective communication with the customer along with the ability to think outside the box and prioritize emergencies communicating the urgency to the customers. Alongside dispatching technicians to their perspective customers emergencies.

Specific Job Requirements

• Follow all customer call steps outlined in the procedure guide and process maps in order to book the emergency afterhours call
• Follow call-taking script on all calls
• Be a team player
• Maintain the respective emergency on call ratio
• Perform computer functions with skill, efficiency and accuracy
• Handle unhappy customers and make general manager aware of challenges
• Work on a on-call overnight basis from home

Other Job Requirements

• Excellent communication skills required for both the customer as well as the team.
• Treat all team members with respect and kindness as if they were your customer
• Perform all duties in a professional manor
• Leave all personal concerns at the door be happy and proud to come to work every day.
• Handle all concerns with the utmost professionalism for customers and team members.
• Ability to multi-task

Performance Metrics

• Answer incoming after hour incoming calls within 3 rings
• .Maintain a 90-95% call booking ratio
• Assist and triage our customers needs coordinating the dispatching of our on call technicians with emergency calls

Location

• This is a work from home position and does require a phone, computer or tablet and internet connection.
• However some training sessions may require occasional travel to the office.

Salary Range & Status

As you are not required to be sitting at a desk for the entirety of your shift as this is a on call shift position and are free to move about and go places and complete other tasks ( Jobs) while waiting for a call your working hours are considered time actually worked based on the systems report and on call emergency needs.

• Overnights / weekends on call rotation answering the phones.
• Pay is based on a flat on call stipend fee of 30.00 plus a commission rate of 5.00 per booked call however if your combined flat rate and commissions for the week is less than the minimum wage of 15.00 for 3 hours $45.00 combined daily for all shifts worked then you will be paid the $45.00 or greater of based on shifts for the week.

Educational Requirements

• High school diploma

Drug/Alcohol Testing/ Security Clearance / Motor Vehicle Check

• Drug/alcohol testing done prior to employment and randomly during employment with no advanced knowledge. If position includes driving a company vehicle at any time, motor vehicle checks are also performed at random.

Working Relationships

• Position reports to the Call center supervisor .
• Courtesy and respect are expected at all times towards customers and ALL members of our team.

General

• Ability to perform as a team player.
• Other duties as assigned by management.