Customer Service Specialist

Job Type
Part-time
Description
Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

Requirements
Ohio residence preferred
Must be a self-starter
Must demonstrate a passion for providing outstanding service
Must maintain composure across a variety of customer and peer interactions
Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.)
Routinely demonstrates listening skills and is attentive to the needs of those you will be assisting
Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
Ability to remain calm under pressure in a fast-paced contact center environment
Ability to remain calm while taking back-to-back calls
Ability to show empathy for those that may be frustrated or anxious
Ability to pay attention to detail and multitask while navigating through multiple programs and information
Ability to use a computer quickly and accurately
Must possess the ability to remain poised in high stress situations
Must be willing to conquer goals and challenges
Must type at least 30 WPM
Ability to be flexible and handle changes efficiently
Must be proficient in Excel, Word and Outlook Office products
Additional Requirements

Must pass a criminal background check paid for by us (Direct Interactions)
Legally able to work in the United States
Must be a current resident living in the United States
Must have at least a high school diploma or equivalent

Job Details (what you will be doing)

Process, navigate and research unemployment insurance claims
Answer incoming calls via computer software and assist customers with complex issues regrading their specific situation
Research information in databases to resolve complex customer issues
Maintain composure in escalated situations
Operate accurately and efficiently in a fast-paced environment
Handle multiple responsibilities at one time

Training

Training is done virtually and will consist of virtual instructor led and self-paced learning
You must first attend a mandatory orientation session
Orientation, training & nesting spans across 9 days and is all paid
100% attendance is required in all phases of the on-boarding process (orientation, training & nesting are mandatory
Orientation

Will be on a Friday Time: TBD

Training week 1: Monday-Friday Dates: TBD Time: TBD (6 hours a day)

Training week 2: Monday – Wednesday Dates: TBD Time: TBD (4 hours a day)

(More information about the times of the 2nd week of training will be discussed in class)

*we are letting you know beforehand what a training schedule may look like

Shifts

Agents must be available to work at least 30 hours per week within the hours of operation noted below
Hours of operation for the client

Monday- Friday 8:00 am to 5:00 pm EST

At least 30 hours per week are required (you select when you can work)
This role is considered part time with the opportunity for full time, based on business needs
8 HOURS WORKED ARE REQUIRED EVERY MONDAY NO EXCEPTIONS

if a holiday falls on a Monday, the 8 hours become mandatory on the following Tuesday

Pay Rate

$15.00 per hour plus benefits and performances bonuses
This is a W2 (employee) position
We are paid biweekly via direct deposit
All mandatory events are paid (orientation, training & nesting)

Employee Benefits

Accrued paid time Off (PTO)
Sick time
Health, medical & dental plans are available after 60 days of employment and after working 120+ hours
Technical Requirements

Desktop or laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible
Operating system – Windows 10 or higher
Your computer must have at least 8GB of RAM installed and a Processor speed of 2.00GHz or higher
US based Internet service provider (ISP)
High-speed Internet via hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet
USB wired headset with noise-canceling microphone
A smart phone that is less than 3 years old that you are able to install our required software on for multifactor authentication (used for our programs authentication process and not for work)
Must have an operational web cam
A second monitor is not required, but strongly recommended
*If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Chromebook, and Android systems are NOT compatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.

WE ARE NOT HIRING IN CALIFORNIA OR NEW YORK AT THIS TIME

Salary Description
15.00