Duties/Responsibilities

• Answers customer questions and resolves issues relating to claims, warranties, and servicing products.
• Demonstrates superior customer relations and meets quality standards.

Knowledge/Skill Requirements:

• Previous customer service, retail, or call center experience (1 year)
• Ability to complete a structured training program (up to 6 weeks)
• Ability to lead customers to follow complex instructions over the phone
• Demonstrated ability to solve problems without supervisory intervention
• Basic technical aptitude for electronics
• Excellent customer service and communication skills
• Ability to get along with others, accept constructive feedback and exhibit a positive attitude
• Basic PC skills including good familiarity with a Windows environment
• Typing speed: 30 wpm
• Ability to work in a fast paced, production environment
• Availability to work flexible shifts including evenings and weekends
• High school diploma or GED
• Ability to recognize and analyze problems independently and apply any changes needed to complete tasks
• Experience in working alone
• Self-discipline & goal-oriented; low need for social interaction with co-workers
• Strong reading comprehension abilities

Physical Requirements:

• Able to sit or stand at desk with short breaks and lunch period
• Able to hear and speak clearly using phone headset to communicate with customers
• Able to navigate, view and enter information on computer

Environment

• Must be prepared to work at home as needed, and meet all work at home equipment, connectivity, and home environment requirements

PC Specifications for Customer Care Representatives

Computer Requirements

·         Windows XP(Service Pack 2) or Windows Vista

·         1000 MHz (1 GHz) Processor or greater

·         Minimum of 512 MB RAM for XP or Minimum 2GB RAM for Vista

o    To find this information go to Start, then up to My Computer and right click, then look on the General Tab near the bottom. It will tell you the speed in GHz and the RAM available on the PC

·         Internet Explorer Ver. 6.0 or newer version (Firefox, Mozilla and other browsers not supported)

o    To find this information: Start Internet Explorer, then go to the Help pull down menu and choose About. This screen will give you the version number of Internet Explorer.

·         Virus Protection Software (One which provides regular updates)

·         Citrix client will need to be downloaded and installed from our website

Internet Requirements

·         Hi Speed DSL or Cable Modem Internet Service

o    Speed should be at least 768Kbps download and 264Kbps upload

o    Wireless Internet service will not be permitted. Internet service must be provided via a wired solution.

Requirements for local telephone line

• Basic Residential Telephone Service – NO Digital Phone Service through a cable company – MUST be analog service

·         NO Cell phones-No Voice over IP (like Vonage service)

·         The phone line must be in the same location as the computer.

·         Must be able to disable phone features when working (i.e. call waiting, voicemail, etc)

Requirements for the phone and headset

·         Single line analog phone

·         Headset with amplifier

·         Headset with noise-canceling microphone

·         Cordless phone not acceptable

·         Wireless headset not acceptable