Customer Service Specialist

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

• Ohio residence preferred
• Must be a self-starter
• Must demonstrate a passion for providing outstanding service
• Must maintain composure across a variety of customer and peer interactions
• Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.)
• Routinely demonstrates listening skills and is attentive to the needs of those you will be assisting
• Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
• Ability to remain calm under pressure in a fast-paced contact center environment
• Ability to remain calm while taking back-to-back calls
• Ability to show empathy for those that may be frustrated or anxious
• Ability to pay attention to detail and multitask while navigating through multiple programs and information
• Ability to use a computer quickly and accurately
• Must possess the ability to remain poised in high stress situations
• Must be willing to conquer goals and challenges
• Must type at least 30 WPM
• Ability to be flexible and handle changes efficiently
• Must be proficient in Excel, Word and Outlook Office products

Additional Requirements

• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States
• Must be a current resident living in the United States
• Must have at least a high school diploma or equivalent

Job Details (what you will be doing)

• Process, navigate and research unemployment insurance claims
• Answer incoming calls via computer software and assist customers with complex issues regrading their specific situation
• Research information in databases to resolve complex customer issues
• Maintain composure in escalated situations
• Operate accurately and efficiently in a fast-paced environment
• Handle multiple responsibilities at one time

Training

• Training is done virtually and will consist of virtual instructor led and self-paced learning
• You must first attend a mandatory orientation session
• Orientation, training & nesting spans across 9 days and is all paid
• 100% attendance is required in all phases of the on-boarding process (orientation, training & nesting are mandatory

Orientation/Training Schedule

Orientation

Date and Time: Friday January 3, 2025 12pm EST (1 hour session)

Training Dates week 1

Day 1: Monday January 6, 2025 Time: 10am EST -5pm EST

Day 2: Tuesday January 7, 2025 Time: 10am EST -5pm EST

Day 3: Wednesday January 8, 2025 Time: 10am EST -5pm EST

Day 4: Thursday January 9, 2025 Time: 10am EST -5pm EST

Day 5: Friday January 10, 2025 Time: 10am EST -5pm EST

Training Dates week 2

Day 6: Monday January 13, 2025 Time: 8am -5pm EST

Day 7: Tuesday January 14, 2025 Time: 8am -5pm EST

Day 8: Wednesday January 15, 2025 Time: 8am -5pm EST

(More information about the times of the 2nd week of training will be discussed in class)

*we are letting you know beforehand what a training schedule may look like

Shifts

• Agents must be available to work at least 20 hours per week within the hours of operation noted below

Hours of operation for the client

Monday- Friday 8:00 am to 5:00 pm EST

• At least 20 hours per week are required (you select when you can work with the exception of Monday)
• This role is considered part time with the opportunity for full time, based on business needs

**8 HOURS WORKED ARE REQUIRED EVERY MONDAY NO EXCEPTIONS**

if a holiday falls on a Monday, the 8 hours become mandatory on the following Tuesday

Pay Rate

• $15.00 per hour plus benefits and performances bonuses
• This is a W2 (employee) position
• We are paid biweekly via direct deposit
• All mandatory events are paid (orientation, training & nesting)

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked

Technical Requirements

• Desktop or laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible
• Operating system – Windows 10 or higher
• Your computer must have at least 8GB of RAM installed and a Processor speed of 2.00GHz or higher
• US based Internet service provider (ISP)
• High-speed Internet via hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet
• USB wired headset with noise-canceling microphone
• A smart phone that is less than 3 years old that you are able to install our required software on for multifactor authentication (used for our programs authentication process and not for work)
• Must have an operational web cam
• A second monitor is not required, but strongly recommended

*If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Chromebook, and Android systems are NOT compatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.

THIS OPPORTUNITY IS NOT AVAILABLE IN CALIFORNIA, WASHINGTON, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME