Building Zero

Building Zero believes in family and personal time. We also realize that stress levels can elevate when conducting customer service work on a full-time basis, and recognize the impact of prolonged hours of sitting, keying and being on the telephone. The burn-out level can be reached much easier and quicker when doing this type of work 40+ hours per week. We want our Customer Care Professionals to bring their passion and enthusiasm each and every day. Working part-time gives you a chance to re-charge and spend quality time doing the things you enjoy.

We consider the Customer Care Professional role the most important position in the company due to the impact; therefore, we want to ensure that it is a great fit for both of us. We realize that choosing an employer is just as important as us choosing you. You can use this time to really get to know us and your customers. Likewise, we will use this time to get to know you better and to ensure that we both want to continue this relationship.

During the initial 120 days of employment with Building Zero, you are assessed on the following performance:

• Customer Satisfaction Scores – you must maintain an overall customer satisfaction score of 95% or better representing Top 2 boxes (satisfied and extremely satisfied) reflecting time blocks of 30 days. The first score assessment will represent the initial 30 days of employment; the second score assessment will represent the following 30 days of employment (days 31 through 60); the third score assessment will represent the next 30 days of employment (days 61 through 90); and the final score assessment will represent the next 30 days of employment (days 91 through 120). You must maintain a Customer Satisfaction score of 95% or better in each of these four periods to be offered permanent employment.
  
  The Customer Satisfaction scores are derived from customer satisfaction surveys completed by the client’s customers who have interacted with you. Only survey questions related to the customer’s interaction with you will be considered and factored into the overall score and assessment. Survey questions not related to the interaction with you (i.e., questions regarding the client’s product or service) will not be included in this calculation.
• Data Accuracy – you must maintain an overall data accuracy score of 98% or better. The data represents all the information that you enter into the database or application reflecting each and every customer interaction. The data entered by you must be accurate at least 98% of the time and is measured in the same time periods as mentioned above in the Customer Satisfaction assessment paragraph. Data accuracy is extremely important to us and to our clients. Our clients use the information you enter for making very important business decisions and tracking continuous improvement measures.
  
  Your supervisor or a member of the Building Zero management team will inform you of your performance scores after each of the four 30-day time periods during the initial 120 days of your employment. You can also request your scores any time.

As a Customer Care Professional, you will be speaking with Building Zero’s clients’ customers. Clients hire Building Zero to handle their customer service function for them so they can focus on their business and core competencies. Examples of clients who might hire Building Zero to conduct their customer service include major retailers, on-line retailers, consumer packaged goods, and any company selling a product or service who needs a customer service division to care for customers. The client’s customers are the purchasers of their product or service (also referred to as end-users).

Some of the specific duties you might conduct are:

• Answer questions regarding a product or service
• Process orders
• Check the status on orders
• Process returns or exchanges
• Correct and resolve a billing or document error
• Educate the customer on the product or service
• Create a new service account or change an existing account status
• Verify account information
• Activate or deactivate service

At this time, Building Zero does not offer benefits, such as health, dental, vision, 401-K, disability or life insurance, to part-time employees.

Building Zero will make every attempt to match your request for the time periods you would like to work. Scheduling is based on client and customer demands, which could possibly change workforce scheduling.

You will bid on your preferred schedule on a first-come, first-serve model.

We request that you work a minimum of 15 hours per week to maintain the knowledge and experience necessary to perform in this role. You can work a maximum of 30 hours per week. If customer demand increases, we may ask for Customer Care Professionals to work additional hours. An overtime hourly rate (one and on-half times the regular hourly rate) applies for all hours worked over 40 hours in a given week.

The hours available to work is dictated by our clients’ needs. Most clients need Customer Care Professionals to help their customers during regular business hours and into the evenings (8 am – 8 pm). Some clients need 24/7 coverage. The hours available for you to work will depend upon which client you support.

If the hours are available you could work two 8-hour days to fulfill the 15-hour minimum per week. This will depend upon if the client’s hours of operation are at least 9 hours per day (i.e., the hours of operation are 9 am – 6 pm, allowing for mandated break).

If the hours are available which allow you to work different schedules, you can certainly work different weekly schedules. We will work with you, as much as possible; to fit the hours you want to work.

We encourage you to consider split shifts if that works better with your schedule. As long as the customer demand is present, the shifts are open and you are able to meet the 15-hour minimum weekly requirement, you are able to split your shifts.

You can use your home telephone service if it is basic analog service with no added features. It cannot have call waiting, conference, or any other feature that might interrupt the customer calls that Building Zero will forward to you. Caller ID is okay to have. If you use your home telephone and there are others in the house, you will need to ensure they do not pick up nor attempt to use that phone line while you are working your shift. If you wish to keep your existing telephone service intact, you will need to order a second line of service for your home office, which consists of basic analog service and no added features.

Because all the work you do is electronic and virtual, you will not have any expenses related to office supplies, nor will there be any travel requirements. The expenses you incur for internet and basic telephone services are not reimbursed by Building Zero. The costs associated with upgrading your PC, operating system or applications is also at your expense and not eligible for reimbursement.

While it is not mandatory, we do suggest a door to eliminate the potential for other noises throughout the residence. It helps to avoid any distractions while you are working.

Due to the amount of time you will spend in the home workplace, it is important to have a work environment that is private and safe. The size and shape of the space available and individual requirements will vary greatly, and no one solution will answer all needs. The most import aspect of your home office is the availability of an escape route (in case of a fire). We do recommend that you sit in an ergonomically-correct chair to avoid any injuries. Outside of this, we do not mandate specifications for your home office. It should be enjoyable and comfortable for you.

No, Building Zero nor anyone representing Building Zero will inspect your home office. We believe you are responsible enough to abide by our policies and to create a safe and quiet working environment. We also respect your privacy.

Building Zero is not liable for any injuries to family members, visitors, or others in your work-at-home workplace. You should consider carrying insurance that covers third-party injuries arising from, or relating to, the use of the home or any other work-at-home workplace under these guidelines. Government regulations mandating that the employer provide a safe worksite will apply to the home office. Measures should be taken to assure that the home office will be a safe place to work (e.g., the wiring in the home should be free from potential dangers such as tripping and falling).

The risk that you would violate zoning codes by telecommuting from home is very small, so long as the office does not receive a large number of business visitors (such as couriers or deliveries, which is not the case as a Customer Care Professional for Building Zero). Residential zoning generally would not prohibit such a home office. Private covenants (such as condominium covenants) are usually no more restrictive on use than residential zoning; however, you should review any private covenants affecting your home.

We strongly advise you to seek legal counsel or professional tax assistance regarding work-at-home workplace tax issues and your personal income tax obligations. Costs for these services will be incurred by the employee and are not reimbursable by Building Zero.

1) You will complete an on-line interview and assessment assessing you on your customer service skills and ability to connect with others.
2) Upon passing the initial screening, you will be requested to complete a background check. You will be asked to sign a waiver form agreeing to the background check.
3) Upon a positive assessment and a successful background check, you may receive an offer for a temporary Customer Care Professional.
4) You will be requested to complete the on-line training within 3 weeks of accepting the position.
5) To become certified, you must pass the exams and a final certification exam upon completing the on-line training.
6) Upon certification, you are eligible to bid on your work schedule.

You will complete all the necessary training on-line via your PC. You will simply log into the on-line training system and complete the necessary modules. You will be tested on each module, which is how you become “certified” to handle specific client customer contacts.

You will be given 3 opportunities to learn the material and take the exams. If you do not pass within those 3 opportunities, your employment will be terminated. You can re-apply for employment after a 6-month waiting period.

You will be eligible to bid on your first shift. The process for bidding on shifts will be reviewed in your on-line training.

Building Zero believes in continuing education and refreshing skills. You will be required to complete training on new processes, new products or services, procedural changes and customer service skills on an on-going basis. The frequency of on-going training will depend upon how often process, products or services change. At a minimum, you can tentatively plan on once a month.

Yes, by all means! We encourage learning any time. Please have those conversations with your Team Leader.