Disclaimer: Z Expressions Services many Fortune 500 clients and some of the requirements may change from time to time depending upon each individual client. The training courses fill quickly and are subject to availability. Please note that when you select the client you will be leaving Z Expressions to begin the enrollment process with our Partner company Arise Virtual Solutions The Opportunities listed are for those seeking to become an independent contractor are not employees of Z Expressions, LLC..
Customer Service Professional
POSTING TITLE: Customer Service, Sales, Technical Support
CLIENT SERVICING HOURS: 7am est. - 2am est.
SERVICE REVENUE: $8.00-$14.00 per hour
JOB TYPE: Contract
Taking inbound customer service calls
Providing an all-inclusive, comprehensive customer service experience for our customers (including customer service satisfaction surveys)
Use advanced technical knowledge to provide technical support for programming and/or equipment issues.
Answer a wide array of questions while maintaining high FCR (First Call Resolution, resolve issues the first time a customer calls)
Offer value-added services.
Meet AHT (Average Handle Time, length of phone conversation) requirements
Meet sales quotas (if required)
Maintain a low transfer percentage while providing education on complex issues and self-resolution,(try to resolve inquiries on your own)
Keep ACW (After Call Work) and Hold (placing a customer on hold) to a minimum
CERTIFICATION COMPLETION CRITERIA
Attend all instructor led sessions
Pass all quizzes and exams
Complete all required coursework
Complete entire Nesting Period as required
MINIMUM TECHNICAL REQUIREMENTS
Computer (Desktop or Laptop) 1 GHZ Dual Core Processor
Windows XP 1 GB of RAM, Windows 7 2GB of RAM, Windows 8/8.1 2 BG of RAM or Mac OSX
DSL/Cable Internet Service
POTS (Plain Old Fashioned Landline Phone), cable telephony, digital service or VOIP
California, Massachusetts, Maryland, Connecticut, New York, Oregon, and Wisconsin