Job description

ProNexis is trusted with many nationally recognized household brand names that provide contractor services across North America for customers’ maintenance of their homes or businesses.

We are currently looking for remote customer care agents to place calls to, and receive calls from, customers of our franchisees.

All customers have an established business relationship with our franchisees and are actively seeking services for their home. Various brands include but are not limited to bathroom remodeling, house painting, maid, senior care, outdoor lawn, home construction and other areas.

Successful candidates will demonstrate a range of strong phone skills, such as active listening, clear verbal communication, attention to detail and politeness.

Agents will be answering customer inquiries regarding home-based services, provide additional information if needed, place the ticket order and schedule the appointment for the customer if they decide to move forward with services.

Relevant data is entered into a customer relations management software system that stores all customers’ contact information, purchase history, billing and shipping preferences and history of all previous interactions with a company.

Candidates that have experience in relevant home services industries may be preferred.

Contractors will train and work remotely from their residence in an environment free from background noises and distractions.

Home office workstations must have a hard- wired internet connection (no wi-fi hotspots) with a LAN cable connecting Computer or Laptop to their router.

Applicants must confirm they have a computer system that meets or exceeds the technical requirements listed below and meet minimum internet speed requirements (See technical requirements below). Home office location and computer system, approved by PN, will be the only approved workstation and workplace for the job.

Current openings are for FULL TIME ONLY(30+ hours per week) with flexible shifts throughout the week.

Some weekends are required

Duties and Responsibilities

• Work from Residence (See below for technical requirements)
• Answers continuous incoming and place outgoing customer calls regarding billing issues, product problems, service appointments and general client concerns.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Update customer information in the customer service database during and after each call Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Identify and escalate priority issues when necessary.
• Confirm, plan, and route appointments. Enter customer leads with detailed and accurate information. Resolve any scheduling issues or concerns, reschedule as needed.
• Answer inbound calls received through multiple lead generation channels in a prompt and professional fashion.
• Initiate outbound calls for digital advertising sales leads generated.
• Serve as the initial point of contact for potential customers via phone and email.
• Review information provided by the customer to confirm accuracy, determine availability for an in-home sales consultation.
• Document and update customer interaction within the customer relationship management (CRM) system.
• Overcome objections from a potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible.
• De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution. Exceed customer service expectations by providing an outstanding experience to every potential customer.
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction, and quality. Promote teamwork through consistency, reliability, and group cohesiveness.

Additional Information:

• Work from Home
• Paid Training
• Guaranteed Hourly Wage
• Career Management Opportunities
• Flexible and Professional Management Team
• Day Shift Full Time Positions (9am-5pm)
• Night Shift Full Time Positions (12pm-8pm)
• Night Shift Part Time Positions (5pm-9pm)
• Some Part Time Weekend Availability Required (Saturdays)
• National Brand Name Recognition Calls
• No Cold Calling or "hard" sales calling.
• Flexible Time Off Programs

Technical Requirements:

• Desktop or Laptop System Requirements
• Processor Minimum: Core 2 Duo 2.1 GHz or equivalent
• Processor Recommended: i5/i7 2.4 GHz and above or equivalent
• Memory Minimum: 4GB RAM
• Memory Recommended: 8 GB RAM and above
• Hard Disk Space: 500 MB Free Disk Space
• Operating System Microsoft: Windows 8.1, Windows 10
• macOS: 10.13 (High Sierra), 10.14 (Mojave), 10.15 (Catalina), 11.0 (Big Sur)
• Internet Connection: Minimum: 15/5 Mbps Download/Upload dedicated network connection
• You MUST have a hardwired internet connection and not wireless
• Audio Device
• Camera
• Full duplex USB headset/wired or wireless headset that requires noise cancellation component
• Browser: Google Chrome browser
• Monitors: We recommend a 2 monitor setup to make workflow easier

Job Type: Full-time

Pay: $12.00 - $14.00 per hour

Benefits:

• Paid time off
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Call center
• Remote

Experience:

• Customer service: 1 year (Required)

Language:

• Spanish (Preferred)

Work Location: Remote

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