In recent years, the number of successful home-based employees has increased over 80 percent. More and more people are taking charge of their financial future, cutting costs, and choosing to work for themselves by becoming an online customer service agent. Brick-and-mortar establishments and companies that operate large call centers are quickly realizing the cost-saving benefits associated with hiring home-based employees to perform similar operational duties. Companies can save on everything from tax liabilities to insurance and equipment costs, not to mention the costs associated with the upkeep of a large building and property. If you love communicating with people, you can achieve great success be becoming an online customer service agent.
Online job boards, local advertisements, and forums that cater to work from home professionals are great places to begin looking for customer service positions. These popular websites are full of information on reputable companies and their respective pay rates and requirements. Join the forums, ask questions, and spend some time researching to find the jobs that are best suited to your lifestyle and schedule requirements.
Some online customer service agents are offered higher rates of pay for providing their own equipment. Traditionally, a quality headset, high-speed internet, a dedicated landline phone, and compliant computer are all that is required to begin your career as a customer service agent. Some companies will reimburse employees or contractors for a portion of or all of the costs associated with monthly internet, phone charges, and software.
Some companies hire employees, while others hire contractors. This is an important fact to consider when applying to any company. An employee is entitled to benefits, in most cases, as well as vacation pay, sick pay, retirement contributions, and has taxes deducted from their wages each pay period. An independent contractor is solely responsible for claiming taxes on their earnings each year. No deductions will be made from your pay checks, and you will not be entitled to any benefits or employee privileges. Many contractor positions are commission or sales-based. The hourly rates are often much higher for contractors than for employees. Only you can decide which type of position is right for you.
Applying for online customer service positions is easy. Most websites have an online application and template where you can input relevant experience and upload a resume’ and cover letter. In addition to an application, you may also be asked to take a customer service-related survey or answer specific questions about your involvement with customer service in the past. Some companies require a skills-based assessment or a typing test to ensure that you meet minimum standards for the position. Other companies remotely test your computer and operating system to ensure that your computer meets the mandatory requirements. Be sure to take the time to fill out the applications completely and proofread your submissions.
Online customer service positions are very much in demand. Many of the well-established companies receive thousands of applications in any given week. It can take several weeks or even months to hear back from a company, after you have submitted your application. Be patient; it is acceptable to follow up with a company if you have not heard anything for several weeks. Be polite and brief in your correspondence when inquiring about your application.
If you are hired as an employee, most companies will offer you paid training. Depending upon the type of position, training can be anywhere from one week to several weeks. During this time you will learn to navigate the software, download any necessary systems, take plenty of notes, and be closely monitored by your trainer before “going live.” Calls and chat sessions are typically routed to your home computer and phone line through sophisticated routing software. You answer calls or incoming chat sessions by following company protocol or scripted correspondence tactics.
Customer service agents can handle everything from billing inquiries to catalogue sales, technical support issues, customer resolutions and complaints, general account questions, and even sales. Agents assisting customers on chat platforms must be able to type quickly and resolve customer issues quickly and efficiently. They must be able to locate pertinent information and relay it to the customer. Phone agents must speak clearly and remain professional at all times.
An online customer service agent often acts as the face of any company or corporation. Their goal is to provide an exceptional experience to each customer, regardless of their question, concern, or issue. Many companies that hire customer service agents offer bonuses, commissions, and even promote from within the company. With persistence and a consistency in providing exceptional call handling, you can be promoted to a manager, trainer, account advocate, or other lucrative position within the company.