Job Overview

​

You will provide support to the America’s largest video, high-speed internet and phone service providers to residential customers from the comfort of your home.

​

​

Job Description

​

On a day-to-day basis, our Work-from-Home agents are expected to participate in the following activities:

• Assist customers in finding the package that works best for them, help them right-size, reduce or eliminate services based on their requirements.

• Have a value-based conversation to identify the best fit products and services to support the customer's lifestyle.

• Assist customers with their billing inquiries.

• Up-sell and cross-sell when required be to provide best solutions to the customers and setup installation appointments for the installer.

• Always striving for First Call Resolution (FCR) and Customer Rep Satisfaction (Rep-SAT).

• Building trust and rapport by having clear and respectful interactions and implementing client S4X quality guidelines to drive positing customer sentiment.

• Providing excellent customer service that will help retain those customers who want to eliminate services.

​

Equipment & Services

​

• Computer

  • A desktop or a laptop computer​ with Windows 8.1 or Windows 10 Operating System is required.

  • A dual-monitor setup with a minimum screen size of 17" per screen is required.​

  • If you are planning to use a Mac computer, you will be required to have Bootcamp with Windows 8.1 or Windows 10 Operating System installed.

• Internet

  • A reliable hi-speed internet connection is required.

  • Your computer must be connected to the Modem / Router via Ethernet cable (also known as a Networking cable or LAN cable).

  • Wi-fi internet connection is not permitted.

• Headset

  • A good quality USB headset with a microphone and a mute button is required. A noise-cancelling feature is recommended but not required.

  • Normal headsets such as earbuds are not permitted.

• Phone

  • A traditional phone service (also known as landline phone service) with Unlimited North American Long Distance is required.

  • Some business-class VoIP phone services are allowed, however some restricted VoIP services like MagicJack, OOMA, Skype etc. are not permitted.

​

Training

​

• Training will be provided from Monday to Friday as per Eastern Standard Time.

• There will be no training during weekends.

• An instructor with provide training via Live Video Streaming over Internet.

• Phase - 1: Unpaid Training Phase

  • Start Date: Monday, September 28, 2020

  • End Date: Friday, October 23, 2020

• Phase - 2: Earn While You Learn

  • Start Date: Monday, October 26, 2020

  • End Date: Friday, October 30, 2020

  • You will start earning for any number of hours you take calls during this phase.

• Training Batch (Pick one)

  • Morning Batch #1: 9:00 am - 1:00 pm Eastern Standard Time (4 hours)

  • Morning Batch #2: 10:00 am - 2:00 pm Eastern Standard Time (4 hours) - BATCH FULL!

  • Evening Batch: 6:00 pm - 10:00 pm Eastern Standard Time (4 hours) - BATCH FULL!

• ​Training Fee

  • One-time Training Fee for current opportunity is $19.99 CAD.

  • Training Free will cover all expenses for Criminal Background Check.

  • COVID-19 Relief

    • We will refund your training fee in full after you complete 100 hours of working post successful completion of both the phases of training.

    • Refund will be provided in two equal parts in two successive payment periods.

​

Servicing

​

• You must be able to communicate fluently in English.

• You will be required to book your working hours about 7 - 10 days before the actual work week.

• Once you book your hours, you are required to work according to your booked schedule.

• You will also have options to release your booked hours or swap it out with fellow agents within acceptable time. Details will be provided during training.

• Servicing hours are available 7 days a week round the year from 8:00 am to 12:00 am (midnight) Eastern Standard Time.

• A minimum of 15 hours of servicing is required per week and out of those 15 hours, a minimum of 3 hours of servicing is required on Saturday or on Sunday or on Monday or a combination of any of these days. Minimum required hours may change.

​

Pay & Payment

​

• You will be paid twice a month at the rate of $15.00 CAD per hour. 

• Your payment will be deposited to your bank account via email money transfer. We will also sent your payment receipt (in .pdf format) to your email.

​

​