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Angels R Us MultiServices

Client Opportunities

Below is a list of Client Opportunities that may or may not be currently available on the Arise Portal.  Since a Non-Disclosure form will be signed by all CSP’s before viewing the list of client names, the names of the clients have been removed.   Once the registration process has been completed and this agreement has been signed you will have complete access to all current client names and opportunities.

Although the Opportunity that you are interested in may not be available when you first register do not get discouraged the opportunity will open up again.

Tax Company – Tech support w/Live Video Chat

This is a short term contract that will end on 4/22/2018 and is offering Higher Revenue rate and Bonuses during the peak times 

This is an enterprise software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals.  One of the most popular income tax preparation software packages in North America. The software is designed to guide users through their tax returns step-by-step.

What to Expect:

Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.

  • Research, analyze and determine an appropriate course of action for customers.

  • Interact with customers via phone video chat, focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.

  • Take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.

  • Document all issues, resolution and follow up actions

Tax Company / Pro Service

This Tax Company is an enterprise software company that develops financial and tax preparation software and related services
for small businesses, accountants and individuals.  This is tax preparation software that is used in bookkeeping and accounting offices where there is more than one preparer, and completes a high volume of returns. The software is tailored more to professionals who are familiar with preparing returns and require high efficiency. Call center agents that support this program will be providing technical support and tax support to Intuit customers via the phone.

What to Expect
• Interact with business customers (small to mid-sized tax preparation firms) via phone, assisting with tech support and tax support questions (knowledge of tax concepts a plus)
• Research, analyze and determine an appropriate course of actions in a variety of situations for customers
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires
• Provide caring and empathetic customer interactions that positively represent the brand
• Use analytical and organizational skills to solve complex customer issues through troubleshooting, critical thinking, and problem-solving

Capabilities of Top Performing Call Centers on this Program
• Knowledge of tax laws and concepts
• Experience preparing personal taxes or helping others with tax preparation
• Foundational technical skills and an understanding of how to use a computer and software
• Customer service experience and/or internship with a tax preparation company.
• Experience in a goal oriented, fast paced, changing environments
• Some or recent secondary education in accounting (such as a BA)

Insurance Service and Billing Support

This company has been providing managed services to health systems, their health plans and managed populations for more than 30 years.  Their value-based solutions enhance consumer engagement, drive clinical alignment, manage risk, and improve financial performance.  Their purpose is to provide the foundation for better health that fuels their clients to meet the unique needs of the communities they serve.

Call centers will support a variety of calls for this program consisting of the following:
• Answering billing questions
• Taking/scheduling payments
• Assisting with disputed billing codes
• Providing duplicate invoices
• Explaining Medicare coverage.
Capabilities of Top Performing Call Centers for this Program
• Strong customer service skills
• Excellent listening skills
• Impeccable attention to detail and focus
• Strong multitasking skills
• Ability to quickly move from utterance to utterance with little to no down time

Roadside Assistant Customer Service

This compnay is a Business-to-business provider of roadside assistance solutions, serving customers of client companies with everything from directions and fuel to towing and tire changes. They work with a network of service providers to cover a range of vehicles, including automobiles, motorcycles, recreational vehicles and commercial trucks.

What to Expect:

• Inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives.
• Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes.
• Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.
• Outbound coordination to client’s independent service providers, such as tow trucks.
• Possible follow up calls to independent service providers for clarification and/or additional calls for secondary services.

Bookstore Customer Service

This company os the nation’s largest retail bookseller and a leading retailer of content, digital media and educational products. The Company operates 640 bookstores in 50 states, and is one of the Web’s premier e-commerce sites.

What to Expect:

• Handle customer inquiries regarding order status, membership, and/or marketplace order.
• Create a case in client system for every interaction
• Research customers account to accurately identify best solution/answer for customer inquiry
• Use client knowledge base to provide customer with accurate and complete information
• Utilize Chat and QA PF resources when necessary
• Consistently achieve a minimum of 90% CA
• Follow all log in requirements (AVG, ASD, and all client systems)

Home Warranty, Repair, Maintenance Customer Service

This company has provided a variety of home warranty, repair and maintenance services for more than 35 years

What to Expect:

• Receive inbound calls from existing contract holders (customers) on an item that is covered under their contract agreement
• to initiate a claim
• to request a service contractor
• to make a referral and/or maintenance request
• Verifying of caller’s identity before communicating account related information.
• Responding to general inquiries.
• Describing the services, plans, and requirements.
• Processing change of address requests.
• Accepting and processing requests for information materials.

• Researching and resolving customer complaints.
• Performing callbacks as a result of complaint resolution.
• Billing clarification questions.
• Transferring calls to CCHS Customer Service when required.
• Claim status questions and inquiries.
• Three way conferencing and scheduling between customers and service providers.

Home Improvement Customer Support

This Company is the world’s largest home improvement retailer with nearly 400,000 associates and more than 2,200 stores in the U.S., Canada and Mexico. The typical store today averages 105,000 square feet of indoor retail space, interconnected with an e-commerce business that offers more than one million products for the DIY customer, professional contractors, and the industry’s largest installation business for the Do-It-For-Me customer.

What to Expect
• Assisting customers with product questions
• Placing new orders
• Handling existing orders: returns/ replacements
• Provide store specific support
• Contacting vendors for shipping information

Capabilities of Top Performing Call Centers for this Program
• Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations
• Provides knowledgeable, friendly and eloquent customer service
• Experience working with users to identify the best solution

Office Supplies/Business Advantage Program/Customer Service

This companies Business Advantage Program provides businesses with a one stop shop for any operational needs. Supplying businesses with products such as: office and janitorial supplies, break room items, technology products, printing services and much more. This gives businesses the convenience of ordering with one company and cost savings.

What to Expect
Sales Focus
- Entry of the caller’s orders with minimal instances of errors
- Always making recommended associated up-sells and cross-sells
- Recommending comparable products when requested items are unavailable
- Stay current on products, promotions and procedures

Caller and Customer Service Focus
- Empathizing with and prioritize caller needs
- Exuding patience and ownership with each caller
- Resolving conflicts and setting appropriate expectations with callers
- Determining caller needs and providing appropriate solutions

Communication
- Communicating clearly and concisely
- Documenting caller account activities thoroughly and concisely through efficient tool usage
- Clearly understanding and respond appropriately to the issues that callers present

Problem Solving
- Approaching problems logically and with good judgment to ensure the appropriate caller outcome
- Attending continual certification courses

Call center companies service this client program using the Arise Virtual Gateway (AVG). Agents must dial into an Arise number with a (786) area code. Agents who do not have a Miami area code phone number (305 or 786), will need to be able to dial long distance on their service lines which may result in long distance charges. For that reason, bulk or unlimited long distance service plans are recommended and are available from most carriers to avoid per-minute charges

Online Auction Sellers Phone and Email Support

Whether somebody is buying new or used, plain or luxurious, commonplace or rare, trendy or one of a kind if it exists in the world it is probably for sale on Auction Site.  This company's mission is to be the world's favorite destination for discovering great value and unique selection.  They give their sellers the platform, solutions and support they need to grow their businesses and thrive.  They measures success by their customers' success.

What to Expect
Assist customers who use the client's platform to sell their goods, requiring, but not limited to
• Understanding the benefits of the clients store
• Understanding store subscription levels and fees
• How to create a store
Primary contact channel is inbound calls. Occasional outbound calls may be required to follow-up on issues.

Due to the nature of this clients Platform, call centers may have to assist sellers who are selling adult toys and alcohol

Top Performing Call Centers
Deliver fluent written and verbal English
Demonstrate a proven ability to deal with challenging customers and situations
Be confident in ability to achieve metrics
Build and maintain strong working relationships through exceptional communication
Provide proven problem-solving capabilities to deliver practical solutions
Expertly navigate the Internet and demonstrate a working knowledge of Microsoft Office programs such as Outlook, Excel and Word
Type 25+ words per minute
Demonstrate a general understanding of this client - it is an advantage if you are a buyer or seller on this clients site
Previous customer service experience within a call center/call handling environment is highly beneficial to succeed in this program

Typical servicing activities may include:
• Servicing with this clients High Value customers
• Answering emails from this clients High Value customers
• Delivering an extremely high level of sophisticated customer handling and communication
• Expressing a significant capacity to troubleshoot all products related to the this clients platform and clearly offer solutions or recommendations
• Owning customer issues to the point of resolution, keeping customers updated throughout
• Ensuring all information related to customer issues are logged and tracked
• Providing a quick and thorough understanding of customer priorities & identify key improvement areas.
• Understanding the customer's needs & acting with the customer in mind
• Advocating and ensuring satisfaction of this high value customer group
• Up-selling, cross-selling and account retention services
• Deliver timely judgments to resolve client problem and retain satisfied customers

Luxury Market Customer Care Agent

For over a century, this company has focused on serving the unique needs of the luxury market. Today, that commitment is stronger than ever.  This company has stayed true to the principles of its founders - to be recognized as the premier luxury retailer dedicated to providing customers with distinctive merchandise and superior service.  This company is comprised of the Specialty Retail Stores division and the On-line Division. These renowned retailers offer upscale assortments of apparel, accessories, jewelry, beauty and decorative home products to the affluent consumer.

No mandatory weekend required at this time

Agents interested in this opportunity must own a Smartphone for authentication purposes.

 

What to Expect
• Responding to customer inquiries related to online catalog ordering
• Assisting customers with order-related issues to resolve issues and ensure orders are successfully submitted
• Responding to customer inquiries related to item sizing, color, material, dimensions, warranties and shipping

Capabilities of Top Performing Call Centers for this Program
• Strong customer service skill and ability to show empathy to customers, while offering solutions • Excellent listening skills
• Agents that demonstrate excellent listening skills and delivers white glove customer service on every customer interaction
• Demonstration of impeccable attention to detail and focus
• Demonstrated capabilities on programs requiring navigation of multiples systems during a call to gather information and assist the customer

STATES ELIGIBLE FOR SERVICE
This opportunity requires agents to live in and service from particular states. The following states are considered acceptable for service. If a registrant expresses interest and is not from one of the following states s/he will not be allowed to enroll in the opportunity.
AZ, CO, FL, GA, HI, IL, LA, MI, MO, NC, NJ, NV, PA, TX, VA, WA, and the District of Columbia

Home Services/Appliance Technical Specialist Program

This company delivers solutions for your entire home, from appliance care to interior and exterior upgrades for your home. You can trust our experts to help take care of your house so you can enjoy your home.  With more than 7 million repairs performed annually and thousands of professional technicians employed nationwide, this company the #1 appliance repair service in the country, delivering guaranteed quality and workmanship.

No mandatory weekend hours at this time

What to Expect
• Responds to inbound calls from customers having issues with their laundry, kitchen or bath appliances by troubleshooting and resolving the issue on the call, avoiding the need to schedule a technician appointment
• Utilizes tools and resources through an Advanced Diagnostic system to enable more precise product issue troubleshooting
• Understands customers' needs and sells appropriate products/services, including home warranty and home improvement services
• Provides best in class service to customers, gaining their loyalty

Capabilities of Top Performing Call Centers for this Program
• Demonstrate excellent listening skills and customer service skills on every customer interaction
• Utilize online troubleshooting tools to assist customers in resolving issues on home appliances
• Navigate multiple systems during a call to gather information and assist the customer
• Ability to present solutions and sell products that meet customer needs

Home Service - Customer Service Support

This company delivers solutions for your entire home, from appliance care to interior and exterior upgrades for your home. You can trust our experts to help take care of your house so you can enjoy your home.
With more than 7 million repairs performed annually and thousands of professional technicians employed nationwide, this company is the #1 appliance repair service in the country, delivering guaranteed quality and workmanship.  

What to Expect
Call centers will provide inbound and outbound customer service support, assisting customers with:
• Rescheduling service appointments when a technician is unable to meet originally scheduled appointment time,
• Rescheduling service appointments when customer is not home when the technician arrives and rescheduling service appointments when customer requests a different service time than previously scheduled.
• Responding to member inquiries regarding technician arrival time and requests for technician to return.
• Notify members about appliance part status.

Capabilities of Top Performing
Call Centers for this Program
• Strong customer service skill and ability to show empathy to customers, while offering solutions
• Excellent listening skills
• Impeccable attention to detail and focus
• Ability to navigate multiples systems during a call to gather information and assist the customer

World's most Popular Cruise Line - Direct Sales Program

What to Expect with the Direct Sales Program:


Direct Sales Calls
• Inbound calls for assistance with booking a cruise from client’s customers.
• Inbound calls for assistance with cruise specific questions, quotes and more!
• Maintain top sales performance by showcasing expert sales techniques and overcoming customer objections.
• Possible outbound calls to client-designated internal support departments, client’s customers for status and clarification purposes.
• Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.


Casino Calls
• Inbound calls for assistance with client specific promotions from client’s customers.
• Possible outbound calls to client-designated internal support departments, client’s customers for status and clarification purposes.
• Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.

World's Most Popular Cruise Line - Customer Service Support

Here is the scope of services and the kinds of tasks one can expect to handle on a daily basis for this client:

Customer Service Calls
• Inbound calls for assistance with bookings from client’s customers and client’s travel agent partners.
• Possible outbound calls to client-designated internal support departments, client’s customers and/or client’s travel agent partners for status and clarification purposes.
• Transferring of inbound calls or outbound calls to other client-designated
internal support departments or client account representatives.

Theme Park Swichboard

This company is the world’s leading providers of family travel and leisure experiences, giving millions of guests each year the chance to spend time with their families and friends, making memories that last a lifetime.

What to Expect:

This position serves as the transfer hub and information line for needing information or needs a call transferred to another department for information. Calls vary from requests to housekeeping, to confirming hours of operation, to inquiries about packages, pets, etc. The switchboard also manages some calls for other parts of the Company including corporate offices, and television stations.

The World’s Most Popular Cruise Line - Travel Agent Sales

Here is the scope of services and kinds tasks one can expect to handle on a daily basis for Travel Agent Sales Program:

Travel Agent Sales Calls
• Inbound calls for assistance with bookings from client’s Travel Agent partners.
• Inbound calls for assistance with cruise specific questions, quotes and more.
• Possible outbound calls to client-designated internal support departments, client’s customers and/or Travel Agent partners for status and clarification purposes.
• Transferring of inbound calls or outbound to other client-designated internal support departments or client account representatives

Online Check-In Calls
• Inbound calls for assistance with online check-in tools from client’s customers in tools from client’s customers  and client’s Travel Agent partners.    • Possible outbound calls to client-designated internal support departments, client’s customers and/or Travel Agent partners for status and clarification purposes.
• Transferring of inbound calls or outbound to other client-designated internal support departments or client account representatives

Energy Company

This Energy Company is a market-leading, competitive, retail electricity provider.  They offers a variety of innovative products and solutions, allowing both its residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs and other electricity-related products and services.

What to Expect:

• Review, analyze and respond to customer billing inquiries
• Offer eligible customers home warranty solutions
• Resolve customer issues or questions
• Processing payment deferrals
• Attempt to save customers who may be moving, unhappy with the plan or current rate

• Quickly identify customer needs in first few minutes of the call to offer the appropriate plan
• Accurately enroll the customer in the correct plan

Time Share - Sales and Customer Service Inbound Calls

This company operates membership programs for vacationers and provides value-added services to it developer clients worldwide.  The company has been a pioneer and innovator in serving the vacation ownership market since 1976 and comprises approximately 300 resorts in more than 80 nations. 

What to Expect
• Assist members in placing their wait-list requests for a resort that is currently unavailable.
• Offer members alternative vacation options if their first choice is unavailable.
• Sell membership packages by advising members of the features and benefits of the Core, Gold, and Platinum levels as well as all Interval products.
• Solve member concerns for first call resolution, ultimately avoiding escalation.

Cable and Internet Company - Tech Support, Billing and Repair

This company is one of the nations'\ largest video, high speed Internet and phone providers to residential and business customers.

What to Expect:

• Assist customers with billing or video technical repair inquiries
• Review, analyze and respond to customers’ billing inquiries
• Resolve customers’ open issues or questions
• Troubleshoot technical issues
• Determine business offerings that the customer does not currently have and make the appropriate sales offer to upgrade and add on to their service
• Strive to resolve technical issues on the first call
• Knowledge of processes and policies
• Build trust and rapport with the customer through clear, respectful interaction
• Understand “client call flow”
• Always strive to ensure First Call Resolution and complete Customer Satisfaction.
• Correctly code the sale accurately and completely for the installer

Road Side Assistant - Phone support

Provide emergency roadside assistance to customers that have the ERS benefit as part of their automotive insurance policy or their new vehicle owner’s package.

What to Expect:

  • 24/7 servicing of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance with items such as:

    • a vehicle that won’t start

    • flat tire(s)

    • keys locked inside a car

    • vehicle out of gas

    • vehicle in an accident

• Place outbound calls to listed Service Providers to secure appropriate towing assistance to resolve the customer’s needs
• Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes.
• Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.
• Outbound coordination to client’s independent service providers.
• Possible follow up calls to independent service providers for clarification and/or additional calls for secondary services.

• Probing to identify the need of the customer based on vehicle inoperable situation
• Identifying the customer’s location using Google Maps and other client tools
• Providing policy coverage details based on the specific client program
• Securing a Service Provider to assist the customer, based on the parameters of the policy’s program
• Providing status updates to customers calling after the initial request for assistance was processed

Theme Park Resort Customer Service

One of the world’s leading providers of family travel and leisure experiences, giving millions of guests each year the chance to spend time with their families and friends, making memories that last a lifetime.

What to Expect:

- Take Resorts Reservations are calls from customers that wish to make reservations for Lodging, Dining Plans, Tickets, Air, Packages, or asking general question about those areas.

- Call Centers will service the Program by providing high level customer service to existing and new customers while matching their wishes and desires with relevant products and services.

Theme Park Dining Customer Phone Support

One of the world’s leading providers of family travel and leisure experiences, giving millions of guests each year the chance to spend time with their families and friends, making memories that last a lifetime.

What to Expect:

• Taking calls from customers wishing to make reservations for Dining, Children’s Activities, Servicing the Program by providing high level customer service to existing and new customers while matching their wishes and desires with relevant products and services.
• Providing courteous, professional, energetic and friendly service.
• Demonstrate a general knowledge of Parks and Resorts.
• Deliver service in English, with a clear understanding of the language and a clear ability to communicate in English
• Type at 30+ WPM.
• Demonstrate computer literacy.
• Demonstrate excellent judgment and decision-making skills, high attention to detail and the ability to multi-task.

Office Supplies - Customer Service

Provides busy professionals every product they need to run their small- and medium-size businesses.  Delivering an expansive assortment of products like technology, cleaning & break room supplies, business furniture, medical supplies, safety products and general office supplies, its singular focus is on meeting the needs of our customers.

No Mandatory Weekend Hours at this time.

What to Expect:

  • Entry of caller’s orders with minimal instances of errors

  • Always making recommended associated up and cross-sells

  • Recommending comparable products when requested items are unavailable

  • Stay current on products, promotions and procedures

  • Ability to empathize with and prioritize caller needs

  • Exude patience and ownership with each caller

  • Ability to resolve conflicts and set appropriate expectations with callers

  • Ability to determine caller needs and provide appropriate solutions

  • Ability to communicate clearly and concisely

  • Ability to document caller account activities thoroughly and concisely

  • Ability to clearly understand and respond appropriately to the issues that callers present

  • Ability to approach problems logically and with good judgment to ensure the appropriate caller outcome

  • Desire to continually learn

  • Solution orientated and self-motivated

Car Rental Reservations Sales Service

This company is an ongoing American success story.  Their guiding principles, and humble beginning, revolve around personal honesty and integrity.  Founded in 1957 in St. Louis, Missouri they operate in 30 countries with more than 7,200 locations.

What to Expect

  • Responding to general inquiries

  • Providing information regarding the car rental center location in question

  • Respond to inbound sales and customer service inquiries from client's customers

  • Answer inbound calls for customers requesting general information, regarding services provided and location specific information.  To include hours of operation, rental policies, location way finding, etc.

  • Agents assist customers in reserving a vehicle, and must use sales tactics such as assuming the sale and overcoming objections.  The agent will need to input reservation and all pertinent information into the client system.

 

Capabilities of Top Performing Companies on the Progam

  • Patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations.

  • Skill and efficiency in writing and verbal communication

  • Knowledgeable , friendly and eloquent customer service

  • Showcasing expert sales techniques and ability to overcome customer objection