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N.E.W. Customer Service Companies Inc. (NEW)

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Location: Pittsburgh, Pennsylvania

Job Description:
Are you a professional, dynamic individual with basic computer skills and a knack for helping others and looking for a unique opportunity to work from home?
Do you want to work for a company that has been named one of the "Best Places to Work" for two years in a row?

If the answer is yes—we want to talk to you!
N.E.W. Customer Service Companies Inc. (NEW)
NEW is the leading provider of extended service plans, buyer protection services and product support, providing coverage to more than 150 million consumers. Founded in 1983, with headquarters in Sterling, Va., NEW provides award-recognized post-sale consumer care for leading retailers, consumer service providers, wireless carriers and financial services firms. NEW has expanded its product offerings and now delivers a comprehensive customer care solution that begins on day one of the product purchase and extends through the end of the product life cycle.
NEW is hiring Home-Based Customer Care Representatives (CCRs) to take inbound customer service and support calls. As a Home-Based CCR, you help customers from the comforts of your home—answering their questions, troubleshooting problems with their product and arranging service or replacement as needed. It’s a fulfilling job that gives you a variety of schedules, hourly pay and the opportunity to work from home.
Primary Function:

The Customer Care Representative (CCR) is responsible for supporting the mission of NEW by providing comprehensive customer service through troubleshooting customers' programming and/or equipment issues, answering customer questions, resolving issues in relation to claims, warranties, servicing products, accurately determining entitlement, and setting up service options. Demonstrates world class customer relations and achieve a high level of quality results in a timely and efficient manner.

Job Responsibilities:
• Professionally handle incoming call requests from customers to ensure programming, equipment, and account needs are met/exceeded.
• Deliver world class customer service by communicating with energy and personal confidence.
• Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction. Determining appropriate course of action to ensure the result is a win-win and appropriately document the interaction through contact tracking.
• Provide value added equipment/programming service options to Customers to increase Total Customer Experience.
• Utilize required DirecTV and NEW-specific resources and applications to ensure first call resolution, accuracy, and efficiency in resolving Customers' issues.
• Assist Customers with billing and other general inquiries.
• Meeting or exceeding monthly performance objectives in all key areas: quality, call efficiency, customer issue resolution, claims management, reliability, and all compliance areas.


Knowledge/Skill Requirements:
• Minimum 6+ months of recent customer service, retail, or call center experience required.
• High level of PC knowledge including familiarity with a Windows XP environment.
• Excellent interpersonal, organizational and communication skills (both verbal and written) required.
• Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast paced customer focused call center.
• Ability to get along with others, accept constructive feedback and exhibit a positive attitude.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to work effectively in a team environment.
• Strong decision making and analytical abilities.
• Ability to work in a fast paced, production environment.
• High school diploma or GED required.
• Must be able to type a minimum of 30 wpm.
• Must be flexible to work shifts as required (evenings, weekends, and holidays).
• Must be able to pass a background check.
• Must be able to attend all scheduled training classes and pass required exams during the 4-6 week training period.
• Must be able to provide a distraction free home office environment
• Must be able to meet all the work at home equipment and connectivity requirements
Desired Skills:
• PC and technical troubleshooting experience a plus.
• A+ certification a plus.
Equipment Requirements - Please review the following requirements for a NEW Work-At-Home position. These items are necessary to have in place seven (7) days prior to the training start date if offered a position.

Computer Requirements:
• Windows XP - Service Pack 3; Windows Vista; Windows 7
• 1 GHz Processor or Greater
• Minimum of 1GB RAM for XP or Minimum 2GB RAM for Vista and Windows 7
o To find this information click the Start button, right-click on (My) Computer and select properties. This will display your windows version, the speed in GHz and available RAM on the PC.
• Internet Explorer (version 7.0 or later) or Firefox (version 3.0 or later)
o To find this information: go to the browser's Help menu and select "About." This screen will give you the version number you have installed.
• PC monitor/display resolution must be able to be set to 1280x800 for training simulation purposes
• Minimum 1 GB of available hard drive space
• Sound Card with speakers
• Adobe Flash Player version 9.0 or later
• Virus Protection Software and Anti-Spyware software that is regularly updated
• Citrix client will need to be downloaded and installed from our website after employment begins
• Microsoft OCS Group Chat client, Communicator client and our Web Conferencing Client will need to be installed from our support website after employment begins
Internet Requirements:
• High Speed DSL, Cable or Fiber Internet Service
o Minimum download speed of 3.0Mbps and minimum upload speed of 384 Kbps
o Wireless or satellite internet service will not be permitted
Requirements for phone service provider:
• Approved/Permitted*: Basic analog *landline* residential telephone service or the following approved digital telephone service:
• AT&T Uverse
• Verizon FIOS
• Comcast Digital Voice
• Charter Telephone
• Bresnan Digital Phone
• Suddenlink, Cox
• Time Warner
• RoadRunner
• Windstream
• NewWave Digital Phone
• Insight
• Not Permitted: VOIP phones such as:
1. Skype
2. Magicjack
3. Vonage
4. Google Voice
5. Other soft phones
• NO Cell phones
• Landline phone and equipment / connectivity must be in the same location as home office address on file with NEW
• Long distance and caller ID not required
• Voicemail and Call waiting must be disconnected while working
• List of approved / permitted providers is subject to change
Requirements for headset
• Corded headset with a noise-canceling microphone
• Cordless phones are not permitted
• Wireless headsets are not permitted

To Apply For This Position:
We offer online chat, available on our website in our Work at Home section. https://www.newcorp.com/index.php/careers/home_based_ccr/

NEW Customer Service Companies, Inc.
22660 Executive Drive
Sterling, VA 20166

1-800-WHAT’S NEW (942-8763)

Apply and Send My Resumé Online Now - Click Here!

Visit Our Website: http://www.newcorp.com/

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