Surge Team Customer Care Specialist

3 weeks ago

Seattle, United States Direct Interactions Full time
Job Type Contract, Temporary Description

Direct Interactions, headquartered in Seattle, operates contact centers across the United States with a dedicated team of American representatives. We are committed to social responsibility by offering work-from-home opportunities to a diverse group, including individuals with disabilities, veterans, and military spouses. We partner with organizations to enhance public services through innovative strategies and empathetic teams who leverage their personal experiences to help others navigate complex challenges, resulting in meaningful improvements. 

At Direct Interactions, we pride ourselves on having some of the most compassionate and skilled contact center professionals in the country. By joining our team, you'll have the opportunity to make a positive impact on the lives of individuals in need, knowing that your efforts truly matter. Whether you're an experienced contact center professional or just starting out, we're excited to get to know you. We focus on the well-being of both our clients and team members, recognizing that work is a significant part of life. Become part of the DI family, where you can balance work and personal life while delivering top-notch service to customers.

About the position

Are you looking to make a difference from the comfort of your home? Join Direct Interactions, in partnership with the American Red Cross, in our mission to support individuals in immediate need following disasters. We are seeking dedicated agents to assist those affected by natural disasters through inbound calls. Our mission includes providing essential services such as shelter, food, clothing, blankets, health and mental health services, and resource locations to those in need. As a support agent, you will be a lifeline for individuals and families working towards resuming normalcy. Join us in making a difference and being a beacon of hope for those in crisis. 

This role offers a flexible, seasonal opportunity as an independent contractor, providing a valuable means to boost your earnings. If selected, you will be part of our surge team, required to attend monthly paid refresher training sessions to stay prepared. When a disaster occurs, you will be contacted via email and expected to be ready to work within 24 hours. Your commitment of a minimum of 20 hours per week will be necessary during peak call times triggered by adverse weather or high call volume. 

Requirements Reside and legally able to work in the United States Ideally able to respond within 1-2 hours of notification Passion for providing outstanding service Excellent verbal communication skills, including grammar and voice quality Ability to remain poised under pressure during back-to-back calls Proficient in using multiple computer applications quickly and efficiently Show empathy and resolve issues in a timely manner Strong documentation, data entry, organization, and problem-solving skills Ability to handle detailed work with accuracy and speed Self-starter who maintains composure in various interactions Excellent problem-solving skills Meet daily production standards and established goals High school diploma or equivalent (GED)

Job Details (what you will be doing)

Answer incoming calls via computer software to assist those in immediate need  Research information in databases to resolve customer issues Handle multiple responsibilities simultaneously  Demonstrate listening skills, empathy, and compassion to callers in need

Technical Requirements

Laptop or Desktop Computer running Windows 10 or higher (no Macs, Chromebooks, or Tablets) DSL or Cable internet (no wireless, satellite, cellular hotspot, or cellular internet) High-speed Internet via a hardwired Ethernet connection US-based Internet Service Provider (ISP) Installed, operational firewall USB headset with a mic and mute button (no wireless headsets)

*Direct Interactions does not pay for or reimburse any monies related to fees and/or services that are required to perform the job

  Pay Rate

$15.00 per hour  $15.50 per hour (bilingual agent speaking fluent English and Spanish)  Independent Contractor position, paid monthly on the 10th via direct deposit

  Shifts  

Seasonal agent on the surge team Shifts selected in 1-hour increments Call center operates 24/7, with peak times from 8am to 10pm EST during surges

Training Certification

Mandatory orientation - Will be on a Friday; Actual date TBD Training - Will be on the following Monday; Actual time TBD ( training is a 3 hour session)  Training via a virtual atmosphere (instructor led training) All training is paid Must be able to start immediately  Salary Description 15.00 per hour

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