Community Service Representative - Contractor LiveOps
THIS JOB HAS EXPIRED Be online during scheduled times and ensure coverage for your scheduled times for Chat, Phone and Postbox support.
Be knowledgeable about scripts/programs to answer agent questions.
Become proficient in the use of Perfect Keyboard.
Have all necessary tools open and available.
Communication messages from LiveOps in a professional manner.
Report program performance or service level issues in a timely fashion as necessary.
Report technical or system issues to NOC immediately as necessary.
Flag agent actions requiring follow up.
Provide a positive and fair environment to all users of the VCC.
Attend mandatory weekly staff meeting and one on one with direct supervisor
Executes all staffing, emergency and down time operating procedures as appropriate.
Complete assigned Administrative Duties including but not limited to:
Author and respond to agent post box messages.
Be available to receive incoming agent phone calls.
Research and resolve agent issues/complaints.
File necessary bugs in Bugzilla.
Provide feedback to agents based on client feedback provided to LiveOps.
Provide feedback to agents based on SOP violations.
Provide agents with world class support:
Identify agent best practices and share with the agent community
Provide business support services that result in a high agent satisfaction score.
Facilitate voluntary conference calls that provide an environment where agents may learn new skills, collaborate with each other on best practices, and feel comfortable asking questions.
Schedule one on one voluntary calls for agents requesting more personal feedback or trouble resolution.
Identify and communicate the root cause of performance issues.
Assess and communicate performance opportunities from observations, report analysis, and client feedback.
Demonstrate and act in accordance with LiveOps Values.
Practice and ensure compliance with all company policies and procedures.
Communicate successes, opportunities and solutions to the Sr Agent Facilitator
Quality Assurance tasks to include Script QA and Call Monitoring.
Skills & Abilities:
Ability and enthusiasm to work as part of an interdependent team with other Agent Service Representatives, Agent Service Managers and Program Specialists.
Ability and passion to build community in a virtual environment
Superior PC and Internet skills
Excellent communication skills ? both written and verbal
A genuine desire to provide superior levels of support to the LiveOps agent community
High level of attention to details
Ability to effectively multi-task
Flexibility in work schedule ? must be willing to work nights and weekends
Prior call center experience at a supervisor level or higher
Proven success in a work at home agent business
Minimum 6 months previous business experience as an independent agent
High School Education or Higher
LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps? technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
||Redwood City, CA |
THIS JOB HAS EXPIRED