CUSTOMER SERVICE/TAM PROGRAM - Office Products Company: Alpine Access

Customer Service/ TAM Program - Office Products Company


Job Description:

Agents working on this program will be responsible for delivering superior customer service in all interactions which include: assisting in the resolution of service related issues for retail and/or premier customers in regards to the rewards program.

Position Duties:

• Answers incoming customer inquiries promptly and in accordance with the established call-handling procedures
• Provides concise, quality customer service in a professional, timely and courteous manner
• Ability to handle high level customers; assisting in the resolution of service related issues
• Ability to communicate with the Support Team in a clear, concise, and professional manner
• Ability to convey product related information to the customer in a timely manner.

General Qualifications:

• Excellent customer service, communication and relationship building skills
• Active listening and attention to detail with the ability to quickly organize and multi-task in a fast-paced/changing environment
• Ability to empathize with the customer
• Ability to engender trust and engagement with customers and potential customers
• Ability to identify potential customer needs/opportunities for cross-selling and up-selling
• Ability to identify, trouble shoot and resolve customer challenges including follow-through to ensure customer satisfaction
• Ability to diffuse conflict and continue to always present a professional and courteous tone to the customer
• Computer literate – ability to navigate through multiple screens

Additional Requirements:

• Legally able to work in the United States
• High School Diploma or equivalent
• Excellent verbal and written skills – including grammar and voice quality
• Self-sufficient and dependable
• Function comfortably in a performance-based environment with calls that are monitored, recorded and assessed
• A minimum 9-month commitment to working this shift and program
• A minimum 98% schedule adherence rate
• Missing a scheduled shift will require approval from the program management team and time off or unavailability must be requested 30 days in advance and is contingent upon program management approval. Vacation requests cannot be submitted until after an agent graduates from training, and no vacations will be approved until after an agent has worked on the program for 30 days.

Home Office Requirements:

• High Speed Internet: DSL or Cable (no wireless or satellite ISPs allowed)
• Analog landline phone line (No digital or VoIP, some cable companies ok)

Required before training begins:

• Computer must be ‘hard-wired’ to modem or router, no wireless connections.
• Corded Telephone headset with noise-canceling microphone that plugs into a corded land-line telephone for production calls. Mute button and volume control required either on headset or phone.

Computer Requirements:

Windows XP - Service pack 2 installed (required)
• 512MB RAM (at least 30% Free)
• Minimum 1 GB free hard drive disk space available for required training downloads
• 1 GHz Processor or higher
• Monitor with minimum screen resolution of 1024x768 (1280x1024 Recommended)
• Sound card and speakers to listen to audio files
• Subscription to current Anti-Virus and Anti-Spyware Software service that gives current updated definitions

Windows Vista Basic
• 1 GB RAM (at least 30% Free—1GB Recommended)
• Minimum 15 GB free hard drive disk space available for required training downloads
• 1.5 GHz Processor or higher
• Monitor with minimum screen resolution of 1024x768 (1280x1024 Recommended)
• Sound card and speakers to listen to audio files
• Subscription to current Anti-Virus and Anti-Spyware Software service that gives current updated definitions

Windows Vista Premium/Business/Ultimate
• 1 GB RAM (at least 30% Free—2GB Recommended)
• Minimum 15 GB free hard drive disk space available for required training downloads
• 1.5 GHz Processor or higher
• Monitor with minimum screen resolution of 1024x768 (1280x1024 Recommended)
• Sound card and speakers to listen to audio files
• Subscription to current Anti-Virus and Anti-Spyware Software service that gives current updated definitions

Technical requirements:

• General technical skills are required. Good typing and data entry skills are needed.
• Ability to navigate quickly between multiple browsers and several applications (such as SoftPhone and Web Center )

Internal (Alpine Access Associate) Application Requirements: (in addition to requirements listed above)

● Qualified candidates must have met their existing or previous program requirements – 9 months on most programs; 12 months on GE. (If you are applying prior to meeting your program commitment, you must have your Manager's approval to apply).
● Must communicate desire to apply for the position to current Team Lead, or Account Manager.
● Current status on a Corrective Action Plan or on a Performance Improvement Plan will not necessarily disqualify you from this position; however, it will be taken under consideration in determining qualifications.
● Must be able to provide most recent performance/adherence metrics.

Available Shifts:

All shifts are listed in Colorado Mountain Time.

9am - 330pm MT M-F, Saturday Sunday off. CCP must commit to showing availability during the above times and will be scheduled within these time based on Client Needs.

Additional availability can be shown outside of the shift commitment as long as the availability is within current hours of operation. Additional hours will be scheduled according to program need. **Agents may not be scheduled for all available hours, and there is no guarantee for the amount of hours an agent will be scheduled on a weekly basis.

Program Hours:

Current program hours are 6 a.m. – 6 p.m. (Mountain Time in Colorado ), Monday - Friday, but are subject to change in order to meet client needs.

Pay rate:

$8 per hour for all agents and pay for performance available.

Training:

• Training will be a combination of a virtual classroom, done via USB headset, and some self paced training in our E-Learning Center . Agents will be required to pass a final exam with a minimum score.

100% attendance at training is required with no exceptions allowed.



TRAINING CLASSES:

10/30-11/6 8am to 430pm MT. No Training Sat/Sun - Production 11/9
or
11/6-11/13 8am to 430pm MT. No Trainging Sat/Sun - Production 11/16
or
11/12-11/20 8am to 430pm MT. No Training Sat/Sun- Production 11/23



100% attendance at training is required with no exceptions allowed. Training classes are filled on a first come/first serve basis. Failure to submit paperwork and screenings within the required time frame, may result in not being able to train.

Drug Screen, Background Check and Credit Check:
** All agents will be required to pass a background check as well as a credit check. The job offer with Alpine Access may be rescinded if any background check or credit check results are failed. The flat fee of $45 for the background check is payable by credit or debit card through a secure, web-based system and is the applicant's responsibility.

Agents will be required to go to a specified facility to provide a urine sample. No agents will be allowed to train without satisfactory results for drug, background, and credit checks.

Read more about Alpine Access: http://call-center-software.tmcnet.com/topics/call-center-software/articles/69389-states-look-at-home-call-centers-job-creation.htm

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