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Interviewing for Virtual Customer Service

Interviewing for Virtual Customer Service

By WomenForHire .com

Treat virtual interviews just like in-person interviews. You can’t be any less professional, just because you’re not sitting across the desk from an interviewer. No background noise — like crying babies, barking dogs or TV.

The interviewer is judging your phone and typing manner, because your voice will be the virtual face of the company. Give yourself 60 minutes of uninterrupted time to do it right.

Practice the scripts. The decision makers tell me that one place where people stumble during the application process is the voice test. Applicants are required to read a script with enthusiasm, which can be very difficult.

If they can’t do it effectively, they’re often rejected. Here are two sample scripts used during the application process, so try them — and perfect them — on your own before applying:

“As a thank you for purchasing the Mini Oven today, Widget Company has a very special offer that includes additional accessories for your Mini Oven that you wouldn’t want to be without! This accessory package includes two additional nonstick baskets and the nonstick Round Rib basket. We are also including a 240-page cookbook with over 200 mouth-watering recipes for your Mini Oven. This accessory package has a value of $162, but you can have this package today for only $39.95.” (Courtesy of LiveOps)

“Thank you for calling the Auto Center. How may I help you? You are locked out of your car? Oh, I am sorry to hear that. May I ask for your membership number? Thank you, Mr. Brown. May I have the year, make and model of your vehicle, and where you are located? A dispatcher will contact you within 15 minutes with an estimated time of arrival. Is there anything else I can help you with, Mr. Brown? Thank you for calling the Auto Center.” (Courtesy of Arise Virtual Solutions)

Be flexible about scheduling. Express a willingness to work at least 15 hours a week, and be willing to start on nights and weekends. Offering to take the less popular shifts makes you more attractive to a prospective employer. Once you’ve proven your abilities, you should be able to improve your schedule. But first, get your foot in the door.

Demonstrate a comfort level with technology. If you’re great on the phone, and you’ve got exceptional sales or customer service experience, but you’re not so hot on the computer, fix that before applying. If you get flustered when too many programs are open at once, consider taking a computer course at a local community college so you can improve your online comfort level and confidence. This is computer-based work, so you can’t overlook this step.

Shop around. Check out a few of the companies in this industry to see which might offer the best fit for you. Don’t be discouraged by companies that require you to incorporate, versus those that don’t. Geographical needs and availability may also impact your decision on which company to join. Think long term about where you’ll have the most opportunity for success.

General Cover Letter Template

By Tory Johnson

Your first and last name

Mailing Address
City, State ZIP
Telephone Number(s)
Email Address

Current Date

Prospective Employer
Professional Title
company Name
Mailing Address

Dear (Address target formally-Mr., Mrs., Professor, etc. – unless you were instructed to use first name):

Introduce yourself by explaining briefly why you are interested in this person, company, or position. Do not begin with, “Hi. My name is ____.” Make a closer connection by stating how you heard about the person, company, or position by referencing a referral, an article, or an industry event, for example. For the body paragraph, give your background briefly. Make sure it applies to why you are interested in this person or company. State what you want from the recipient. For example, I would like fifteen minutes of your time to discuss _______. Explain that you’d be very appreciative of their valuable time and advice.

The closing paragraph should offer a specific action for following up. For example, “I will call your assistant to see if I can schedule an appointment with you.” If you state a specific action, make sure you follow through with it.
Thank the recipient for his or her time and attention.


Your signature in blue or black ink

Your printed name

Extra Tips:

  • Avoid rewriting your resume in your cover letter. Only include specific things you would like to highlight about your experience as it relates to the desired position.
  • Keep it simple. Avoid long, drawn out sentences with complicated vocabulary.
  • Be accurate. Address the right people and check spelling. Avoid generic letters.
  • Limit your cover letter to one page with three to five targeted paragraphs.
  • Use some of the words included in the job description when writing a cover letter.
  • Proofread your letter. Have other colleagues check for mistakes as well.
  • Be confident in yourself and your skills.
  • When emailing a cover letter to a potential employer, make sure you paste the letter in the body of your email. Never send a cover letter as an attachment. It’s doubtful that a busy hiring manager will take the time to open it.

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Customer Service Representative

STATUS: Full-time contract-to-hire
CATEGORY: Customer Service Representative, Level 1 (Non-Manager)
SALARY: $8.50 to $9.50 per hour based on experience
LOCATION: Work from home

Tired of working for over-sized companies where your creative contributions go unnoticed? Join us for a career in Customer Service, not just another job!

Smart Office Solutions, Inc. is a leading communication technology provider in the direct sales and marketing industry, helping companies effectively communicate with thousands of independent sales agents. Our team of experts create partnerships with clients and develop communication strategies that include conference calling, replay lines, web conferencing, unified messaging, and other communication-related services.

Known throughout our industry as the best in customer service, we pride ourselves on personal attention. As a smaller and relatively fast-growing company, this is an excellent opportunity to start a career with a customer-oriented, cutting-edge communications company!

For more information, visit www.SmartOfficeSolutions.com.

Smart Office Solutions is currently searching for a CSR tele-worker to help maintain our excellent level of service provided to our customers. The CSR position will work with our sales, service, technical, and administrative departments to ensure the highest level of satisfaction is reached with our customers. Our CSRs are empowered to make decisions to assist customers while working closely with the management team constantly ensuring extremely high levels of customer satisfaction.

This CSR position is a contract-to-hire tele-worker position, meaning you work from your home answering calls, emails, and using the Internet to complete your duties, all while avoiding the stressful job commute. If you are a motivated, friendly, energetic, and experienced customer service person who considers themselves an excellent employee, who can listen with patience, calm customers down, and solve technical issues, then this is the position for you!

Working with a team managing inbound customer inquires; providing product and service information, troubleshooting, training customers, updating account information, logging calls and call resolution, returning customer messages, replying to customer emails, processing incoming purchase orders, routing customer inquiries to proper departments.
Work well with deadlines and be able to effectively prioritize
Generate and distribute order acknowledgements to customer, new customer training
Accept and process phone, fax, email, and Internet orders
Track ongoing service issues
Perform random customer satisfaction calls
Prepare reports as required by management
Update existing and create new training manuals when needed
Build strong knowledge of services offered to assist in customer up-sell and preparation for handoff to sales manager
Additional activities as directed by management
Demonstrated customer service skills, preferably 2+ years of proven customer service success within an inbound service environmen
Ability to operate in a fast-pace, multi-tasking environment
Strong written, verbal, interpersonal, and phone communication skills
Must be articulate, professional, and possess a strong customer service mindset with attention to detail
Strong computer background using MS Word, Excel, and the Internet
Ability to learn quickly including our proprietary system for managing customers
Excellent follow-up and relationship building skills - a people person!
High school diploma or equivalency
Uninterrupted work-at-home environment
Up-to-date computer running Windows XP
High speed Internet connection (DSL or cable modem, no dialup)
A phone line that can be dedicated for work use during working hours

FOR IMMEDIATE CONSIDERATION, please fax or email your resume, cover letter (required), references, and contact information to:

Mr. Grant Deviney
Director of Operations
FAX: 866.342.9571


Referral Program

Due to a strong increase in demand for our services, we are currently expanding our Referral Sales Channel. Our Referral Program provides you the opportunity to offer our enhanced services to your clients while building a strong residual portfolio.

As a member of our Referral Program, you simply refer us to the customer and we take it from there. We handle the sales pitch, applications, order fulfillment, billing, and customer service. There are no sales quotas or commitments on your part.

Our Referral Program Offers
Full suite of services
Residual commissions
No quotas or commitments
Aggressive pricing strategy
Minimal training required
Highest quality services
Rapid order fulfillment
Highly praised customer service department
Ethical company, backed by the Direct Selling Association (DSA), Direct Selling Women's Alliance (DSWA), and other industry associations
Commissions paid on time every month

If you are a motivated, ethical, energetic, hard working, and self-driven individual or company, we are looking for you! Earn up to 10% RESIDUAL COMMISSION on select services and begin building the residual portfolio of a lifetime. To learn more about joining our highly successful Referral Program, please contact Scott at 800.891.8601 x108 or email scott@SmartOfficeSolutions.com for further details.