Full Time Virginia Work at Home Service Representative - 0809147

The Customer Service Representative is a front line service professional and brand representative for HSN. By establishing meaningful connections and confidently driving to accurate and appropriate resolutions to problems with customers’ orders, accounts, or other aspects of the customer experience, the Hybrid Customer Service Representative builds customer loyalty and increases brand value with each and every phone interaction.

Responsibilities include but are not limited to:

• Field inbound Customer Service and HSN.Com support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells – making compelling offers, presenting appropriate alternatives when necessary, and asking for the sale
• Demonstrate passion and enthusiasm for customer care excellence, maintaining focus and positivity while resolving challenging or complex problems
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Make confident decisions and take meaningful and appropriate action using available tools and resources according to SOPs
• Troubleshoot problems encountered within the customer digital self-service experience
• Take personal initiative to achieve goals and objectives
• Meet all key performance Indicators - Quality, Average Handle Time and Schedule Compliance
• Other related job duties as assigned

Qualifications

  Minimum Requirements & Essential Functions:

• Must live in the Roanoke area within the state of Virginia
• Must have a high school diploma or GED equivalent
• Standard telephone service (analog landline) (540 area code) with a wired jack near your computer
• Work At home phone number must be the home residence
• Telephone Headset
• Previous experience in sales or customer service
• Strong PC skills to include: Internet, Microsoft Windows and Outlook
• Strong organizational, detail orientation and follow through skills
• Strong communication skills and a desire to make customers happy
• Ability to connect with the customer and bring excitement to the call

WAH Technical Requirements:

HARDWARE  

• Windows XP (Service Pack 3), Windows Vista (Service Pack 2), Windows 7 or 8, Macintosh (OS X 10.6 or later)
• Minimum Processor Type: Intel, AMD Athlon, AMD Duron, Celeron or Pentium III or better with a minimum processor speed of 1 GHZ (1000 MHz) and a minimum RAM of 1 GB for Windows 7, Windows XP and Windows Vista
• 500 MB minimum free disk space
• Sound Card with Speakers
• 17" or larger color monitor capable of displaying a resolution of 1024 X 768
• Mouse and Keyboard (wireless is allowed).  If using a laptop computer, you must have a wired desktop mouse connected to the laptop for proper navigation
• Headset compatible with your phone and connected to the phone (wireless headset/phone is not permitted)

SOFTWARE

• Internet Explorer Version 7.0 or higher
• The latest updates can be obtained from Microsoft's web site
• Anti-Virus protection installed.  Please ensure that your chosen anti-virus program does not install a "FIREWALL" option. 

SERVICES

Employees are responsible for the quality of their connections.  If HSN determines that the quality or consistency of the service is not acceptable, the employee will be required to provide a traditional POTS line (non-IP telephone line) within an allotted timeframe determined by Leadership. 

• High speed internet connection with download speed of at least 1 mbps and upload speed of 768K kbps or more (cable modem, DSL or FIOS). No Satellite, Broadband, wireless or Dial Up services
• Standard copper line phone service from a local phone company or bundled service from your internet provider

- OR -

• Bundled Services (HSN does not approve the use of carriers such as Vonage, Lingo, Skype, packet8, Sudden link, Embarq, Magic Jack and ATT U-Verse at this time)  

The following services and devices are not permitted: 

• Call Waiting service
• Cellular Phones
• Voicemail
• Call Forwarding
• Satellite, dial-up, neither wireless nor cellular internet service.
• Internet phone service that is not part of your internet bundle
• Wireless Routers - Must have a cable connection to the computer

Job Field

 - Customer Service

Location

 - VA-Roanoke

Schedule

 - Full-time

Shift

 - Variable

Employee Status

 - Regular

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