Q: What is the hiring process?
A: Our hiring process involves several steps to begin with an online application process via our recruiting website join.answerfirst.com. This process includes uploading a current resumé and completing an employment application; you will also find specific required evaluations that must be completed to move forward with the process. These evaluations help us identify the right candidate with the skills, experience and personality traits that will make an ideal fit for a position in our company. Then recruiters make contact with those who qualify to schedule an initial screening interview to discuss the results from the evaluations, all previous job history and experience as it relates to the position we are seeking to fill within our organization to identify “A” players who will be an ideal candidate to join our team.
Q: How long does the hiring process take?
A: The process can be lengthy to ensure we find the right fit. This takes at least 4 weeks or more depending on business needs and interview schedules.
Q: What will training consist of and what do I need to do to be offered a permanent position?
A: The training class requires a 40 hour week commitment for a duration of at least 4 weeks. During this time you will be working in both a virtual class setting and independently. You will be required to successfully complete each module of training before moving to the next section. Should you fall behind you may be required to complete additional practice and/or training modules outside of the normal class schedule.
The first week of class is focused on the functionality of our systems, as well as our company policies and procedures. During the following weeks you will work one-on-one with an AnswerFirst Trainer, using both simulated and test calls. Once you have successfully completed both of the training sessions you will then begin to take live calls under supervision.
Upon successful completion you will be offered a position with AnswerFirst. From there you will be scheduled to take live calls and will continue to work closely with a member of the Training department, who will work to ensure you have the tools, support and any additional training necessary for your success. You will also be provided with your scheduling credentials and assigned a Buddy to assist you with any questions you have as you begin your journey forward with AnswerFirst.
Q: Are there advancement opportunities?
A: Yes, we encourage learning new skills to advance your career.
Adding new skills also increases earning potential, while adding value to your career. AnswerFirst would like to provide employees with every opportunity for advancing to other positions or opportunities within the company. Approval of progression or promotions depends largely upon training, experience, work record, and business need. However, AnswerFirst Communications, Inc. reserves the right to look outside the company for potential employees.
Q: What type of calls can I expect to handle?
A: We encourage all candidates interested in this position to listen to a small sample of calls available on the Customer Service Professional job description page.
We partner with businesses around the globe to offer contact center solutions for any type of business or organization. Our Customer Service Professionals are required to provide high quality service on behalf of our clients for every interaction.
Q: What are the scheduling expectations?
A: We are a 24/7/365 contact center that supports our business partners and their clientele when they are unavailable. We work nights/weekends and holidays to meet their needs. Schedule availability is discussed during the hiring process to match our business needs and will be expected to be maintained if selected. Flexibility in availability is ideal. Our full-time staff typically work an 8 hour shift working at least one day on the weekend and an additional day off is provided during the week. Schedules vary based upon need. Schedules are always prepared based upon the employee availability commitment made by new hires when hired. Schedules are posted 1-2 weeks in advance.
Q: Is training paid?
A: Yes, new hire training is paid. Advanced training courses are also available to further your skills and advance your career.
Q: How frequently do policies and procedures change?
A: With rapidly changing technology and rising consumer expectations, we must always be prepared to adapt to change. With change comes challenge and a wealth of personal and professional growth opportunities.
Q: How often can I expect feedback or reviews?
A: Our leadership team is continuously tasked with developing the next generation of new leaders for our organization. This process includes identifying opportunities to improve performance, while gaining insight to assist with career planning and improving the business. All staff are assessed regularly, including surveys to help identify additional opportunities for success.
Q: Will I be working independently or part of a team?
A: Absolutely. Teamwork makes the dream work. Our success depends heavily upon partnering with our staff to promote encouragement, motivation, teamwork and cohesiveness and celebrating accomplishments.