VIRTUAL CUSTOMER SERVICE REPRESENTATIVE – TX Kelly Services has
exciting WORK FROM HOME inbound CSR opportunities available. This
is a temp to hire career opportunity! This position pays $13 per
hour during training period, then increases to $14 per hour. Must
be available Monday - Friday during the hours of 7am-7pm. Basic
Purpose and Scope: The Customer Service Representative is
responsible for going the extra mile to provide a Customer centric
experience, providing critical logistics assistance efficiently and
accurately, and building trust in order to gain long term loyalty.
The CSR can expect to receive 10-12 incoming calls per hour / 50 –
60 calls per day; with an average handle time of 5 minutes per
call. Essential Functions:
• Answer calls from customers to schedule, modify, and/or cancel
reservations as requested with the highest degree of accuracy.
• Perform logistics troubleshooting and confirm resolution with
the customer, approaching each call with a “one-call resolution”
• Respond professionally and efficiently to customers, explain
possible solutions, and ensure that customer’s feel supported and
• Engage in active listening with customers, confirm or clarify
information and de-escalate issues, as needed.
• Utilize software, databases, and tools appropriately.
• Understand and strive to meet or exceed call center metrics
while providing excellent, consistent customer service.
• Update customer record with specific details of each call.
• Attend training and other learning opportunities to expand
knowledge of company and position.
• Actively participate and engage in frequent coaching and
feedback opportunities in order to maximize individual performance
and growth potential.
• Adhere to all company policies and procedures.
• Perform other duties as required.
Qualifications To perform this job successfully, an individual
must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions. Required Equipment: Desktop or Laptop
(Tablets, Smartphones, Chromebook, & Android systems are NOT
acceptable) • Operation system – Windows 7, Windows 8, and Windows
10, Mac OS 10.13+ • USB Headset with noise-canceling headphones •
Computer monitor (19” or larger) with 1280×1024 minimum resolution
• Anti-Virus Enabled – Windows Defender, Microsoft Essentials
(Pre-installed on most Windows systems), or comparable Anti-virus
program • RAM – Required 4 GB (minimum) • CPU – Intel Core 2 Duo or
later (i.e., Core i3, i5, or i7) or comparable AMD processor (Intel
Pentium or Celeron are NOT acceptable) • Free Space – 20 GB
(minimum) • 3 available USB ports • Internet – Minimum
Specifications: • Internet speed – download speed 20 MB; upload
speed 10 MB • DSL, Cable, or Fiber required (WiFi, WiMax,
Satellite, dial-up, and/or Hotspots are NOT compatible) • Home
Router with wired Ethernet link to PC/Laptop Required
• One year of contiguous Customer Service experience, high
volume call center experience strongly preferred.
• Proficiency with computers, including the ability to multitask
and toggle to multiple screens simultaneously.
• Ability to type 35 wpm or more
• Customer Service - Manages difficult or emotional customer
situations; responds promptly to customer needs; conveys genuine
empathy, reacts well in stressful situations, meets
• Oral/Written Communication - Speaks clearly and persuasively
in positive or negative situations; listens and gets clarification;
responds well to questions and concerns; handles calls without
sounding scripted, ability to document the call outcome in
• Conflict Resolution - Encourages open communications;
confronts difficult situations; maintains objectivity; keeps
emotions under control; uses negotiation skills to resolve
• Problem Solving - Identifies and resolves problems in a timely
manner; gathers and analyzes information skillfully; develops
• Ethics - Treats people with respect; inspires the trust of
others; works with integrity and principles; upholds organizational
• Use of Technology - Demonstrates ability to accurately
document call information; adapts to new technologies;
troubleshoots technological problems; uses technology to increase
productivity; keeps technical skills up to date.
• Attendance/Punctuality - Is consistently at work and on time
at beginning of each shift and from each break and meal periods,
willing to work long hours and/or overtime when necessary to reach
• Dependability - Follows instructions, responds to management
direction; takes responsibility for own actions; completes tasks on
time or notifies appropriate person with an alternate plan.
Physical Demands: The physical demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. While performing
the duties of this Job, the employee is regularly required to sit;
use hands to finger, handle, or feel and talk or hear. The employee
must occasionally lift and/or move up to 15 pounds. Specific vision
abilities required by this job include close vision and ability to
adjust focus. Work Environment - The work environment is home based
and must be in adherence of our program requirements. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
As a worker today, it’s up to you to take charge of your career
and look for opportunities to learn, grow, and achieve your
potential. Helping you find what’s next is what we’re all about. We
know what’s going on in the evolving world of work—just ask the
440,000 people we employ each year. Connecting with us means
getting the support, guidance, and opportunities needed to take
your career where you may have never imagined.
At Kelly, we’re always thinking about what’s next and advising
job seekers on new ways of working to reach their full potential.
In fact, we’re a leading advocate for temporary/non-traditional
workstyles, because we believe they allow flexibility and
tremendous growth opportunities that enable a better way to work
and live. Connecting great people with great companies is what we
do best, and our employment opportunities span a wide variety of
workstyles, skill levels, and industries around the world.
Kelly is an equal opportunity employer committed to employing a
diverse workforce and providing accommodations for people with
disabilities in all parts of the hiring process as required under
its Employment Accommodation Policy. Kelly will work with
applicants to meet accommodation needs that are made known to Kelly