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Customer Service Home Agent - Temporary

Company: L.L.Bean
Location: Portland
Posted on: October 5, 2021

Job Description:

We invite you to be part of our team of trailblazers dedicated to helping people discover and enjoy the outside. Come join us. Because on the inside we’re all outsiders. And if it’s outside, we’re all in.

We need Temporary Customer Service Home Agents this fall to take incoming calls from their approved home offices. Our Home Agents place orders and answer questions with a smile and with an unwavering intent to delight our customers.

Home Office locations must be in Maine or New Hampshire.

Pay is $15/hr.

L.L.Bean Home Agents must be able to attend a 1-hour equipment training onsite in Portland.

Interview Requirements:

A PC or laptop with a webcam. An internet connection - see specifications below.

Interviews, onboarding, and training are conducted over a TEAMS video call. (similar to Zoom). Part of the interview is a computer skills assessment that is observed. Qualified candidates are asked to schedule their own interview and receive a TEAMS link in advance of the interview.

If you are hired, you must also be able to get to our Northport Contact Center in Portland so you can attend a one-hour, onsite instructional session and be issued a phone/headset for Customer Service calls along with important instructions. L.L.Bean has employee health and safety in mind and will provide a safe experience for you and for us.

Once you are set up, virtual, web-based training classes are scheduled separately. Again, a web camera is required.

The L.L.Bean Home Agency program requires you to have the following in your proposed home office - you will be asked to send photos of your home office set up for approval.

A computer and Internet Service that meet all system requirements listed below.  NOTE: there are no exceptions:

  • A Personal Computer

Operating System: Windows or Mac only

* Windows 10 or above (Windows S mode is not compatible)

* For Mac: macOS High Sierra (10.13), macOS Mojave (10.14), macOS Catalina (10.15), macOS Big Sur (11)

  • A Webcam installed and ready to go
  • A separate headset with a microphone with a USB connection is required for MS Teams video calls
  • Monitor at least 17” (most Home Agents prefer 24”)
  • 8 GB of RAM minimum, 16 GB preferred?
  • Full-size keyboard with the number pad
  • Mouse with scroll wheel
  • A separate keyboard and mouse with a scroll wheel is required if using a laptop
  • Power strip surge protector

Broadband Internet

Minimum acceptable speeds are below. A faster service provides a better experience.

  • Download – 25 Mbps
  • Upload – 5 Mbps
  • No satellite service or hotspots are allowed due to Payment Card Industry (PCI) standards

Modem/Router

  • Modem/Router must have an available port for the phone connection. L.L.Bean provides an IP Phone which requires a wired internet connection to your modem/router.
  • The modem must be accessible, within 10 feet of the phone, and have an available slot for the phone connection

L.L.Bean Home Agents must have an existing phone (Cell phone or existing landline in the event of an emergency).

Workspace requirements: 

Home Office must be in Maine or New Hampshire

A separate workspace in the house that is quiet and free from noise/distraction because:

  • The Payment Card Industry (PCI) standards require customer information not to be viewed or overheard by third parties. For this reason, we have strict security standards that require a separate workspace.
  • Customers should have a superior service experience when calling us – household noises such as dogs barking; clocks chiming, etc. can have a negative impact and must be avoided.
  • A desk and chair that allows the Home Agent to work safely and comfortably (incorporate good ergonomics)

L.L.Bean supplies:?

  • Phone (VoIP)
  • Headset, power brick, and cables
  • Software downloads to access our L.L.Bean systems securely

All L.L.Bean Call Center and Home Agent Reps must demonstrate the L.L.Bean values of service, perseverance, respect, integrity, a love of the outdoors, healthy living, and have a customer service orientation.

The successful candidate must also possess an ability to learn new systems quickly, and be motivated to help L.L.Bean maintain our stellar Brand reputation.

Perks – Temporary employees can

  • Shop online or in a full-priced Retail Store and take 33.3% off most L.L.Bean merchandise and Outdoor Discovery School adventures
  • Participate in a 401K retirement program
  • Borrow gear/equipment from the Employee Use Room
  • Be an outsider with the L.L.Bean Outdoor Club
  • Pick up and give away shifts

Health and Safety Requirements

Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions, or at-risk behaviors to leadership, and conducting work in a safe manner. 

If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan. Because, when it comes to the outside—we’re all in. Visit llbeancareers.com to learn more.

Being outside brings out the best in us, no matter where we come from or what we believe. At L.L.Bean, we value individual differences and encourage our co-workers to be themselves – because  the uniqueness of each individual makes L.L.Bean better.

Keywords: L.L.Bean, Portland , Customer Service Home Agent - Temporary, Other , Portland, Maine

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