Working at NexRep | Glassdoor

NexRep Overview

Portland, ME
51 to 200 employees
2009
Company - Private
Staffing & Outsourcing
Unknown / Non-Applicable
NexRep is the highest quality, onshore, at-home contact center based in the U.S. We are an outsource contact center providing opportunities in the gig economy for independent contractors to be a resource for your business. We provide customer service, inbound and outbound sales ... Read more

Mission: Through quality, performance, and service, NexRep is a revolution in the contact center industry by leveraging an exceptional US-based at-home agent workforce. NexRep is proud to provide modern job opportunities in the face of a changing economy – transforming the ... Read more

Company Updates

  • Are you fluent in Italian and English? TIDAL, Jay-Z’s subscription-based music streaming service wants you as a customer service representative! If you fit these qualifications, please email us at BeYourOwnBoss@NexRep.com or call us at 408-754-5058.

  • Work From Home As An Independent Customer Service Call Center Contractor | NexRep

    We have great opportunities in customer service and sales and are looking for just the right match for our mutual third-party clients. Our clients range from products and services in branded retail, consumer electronics, direct response, catalog and direct mail, e-commerce, travel and hospitality.

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NexRep – Why Work For Us?


The NexRep Way

Our model is unique: in both sourcing our agents and in agent operations, we use advanced techniques to allow us the distinct ability to target applicants to match our customer’s needs. These sourcing and operations systems allow us to partner with a class of 100% US-based agents that is unparalleled. Because of our specialized sourcing, we partner with agents who have more expertise, loyalty, and knowledge than their peers across the industry. Our agents have more flexibility and self-determination because they work at their own pace, on their own schedule and are not overworked. They do not feel the kind of stress agents feel in a traditional call center environment. As a result, our agents are happier and our customers reap the benefits of that formula.

What does this mean for our clients?

Because we are not constrained by geography when we staff our team of agents, we can staff based purely on their intelligence, relatability and on an ability to empathize with customers. Our agents have a passion for what they do and bring a unique energy to their work. What this means for our clients is that they can be afforded the highest level of care for their customers, resulting in increased brand loyalty, quality and, of course, increased profits.



NexRep provides BPO services in customer care

At-home agents provide services from locations distributed across the U.S., enabling NexRep to assemble and deploy customer care teams dedicated to individual clients. Our agents are able to operate in multi-browser, multi-system environments.

We provide superior support in the following ways:

  • Appointment setting
  • Tier 1 customer support: order status, returns, save-the-sales, billing, password re-sets
  • Tier 2 customer support: product escalations, advanced account servicing
  • Order status
  • Personal concierge services
  • Technical service and product assistance
  • Travel booking support
  • Roadside assistance
  • Dispatch services

Agent Testimonials

Here are a few things our agents are saying about contracting with us:

Our agents are more efficient and happier.

We eliminate the inefficiencies of a typical call center where agents work in long, fixed blocks of time. Since agents are their own contractor from home, they can schedule themselves to be available when they would like to be. They have the freedom to choose when they perform best and when makes the most sense for them. Agents are on calls for reasonable periods of time, and are therefore not susceptible to the decline in performance typical in a long-shift environment. The result is a happier agent, more focused and ready to execute.

We contract with the best, most experienced agents

Our clients are developing more complex products and as a result customers need agents who can articulate complicated and sophisticated responses. NexRep partners with agents who have the skillset to be responsive and then we certify them to be experts on a single or small set of products. As a result, our agents perform better and our clients are happier.

What does a typical NexRep Agent look like?

NexRep agents come to us with extensive telesales and customer service skills and are seeking an alternative to conventional call center work environments. They are higher educated, more committed, and happier with their work situation than the standard call center agent. We are unique in the world of virtual call centers because we take the time to personally speak with every one of our agents during the assessment process. We do this because we feel it’s an important step in determining if they are of the caliber that we promise to deliver to our clients. We then monitor, mentor, and interact with our agents daily to maximize their performance. This kind of individual support and attention is essential to our agents’ success. It gives them support and the tools they need to excel at their jobs.

NexRep agents stick around

Turnover is the biggest problem traditional call centers face. Even with the most advanced training systems in place, call centers struggle to retain agents for extended periods of time. NexRep agents tend to stay with our community for a large duration of their careers. There’s something magical about our formula: we partner with top talent, give them the freedom to work when they want, where they want and for as long they want, and go figure, they’re happy people who love their work. There’s also something to be said about our investment in our agents from the outset. They know we care about them right from the start of our relationship with them which garners their loyalty and trust. Having happy agents who stick around is key to our consistent and sustainable performance and how we deliver the best results to our clients.

 


We have great opportunities in customer service and sales and are looking for just the right match for our mutual third-party clients. Our clients range from products and services in branded retail, consumer electronics, direct response, catalog and direct mail, e-commerce, travel, and hospitality. You can be an agent providing customer service or sales from the comfort of your own home. Please join us at NexRep, the most reputable and fastest growing work-at-home contact center in America!

Customer Care – Online Auto Sales

With our client, a leading online direct car retailer, buying a vehicle is literally just a few clicks away. In between those clicks customers have questions. NexRep agents reach out to prospective car buyers to support their purchase. These customers have already expressed an interest in buying an automobile. We are returning phone calls and following up on leads. 10% of the time we will take inbound calls from buyers to help maintain off-peak service levels.

Our role is not to sell the car – but to sell the service behind it. Agents are not expected to be experts in cars, we are expected to reassure customers about the condition of the vehicle, warranty and delivery details. We can also take deposits so the customer can secure their ride while they speak with us.

Outbound Sales

Does this describe you:

  • Friends comment with some regularity on how competitive you are
  • You enjoy taking risks and reaping the rewards
  • If you hear that your neighbor just bought a cool new gadget, you immediately want to go out and bring home a gadget that’s even cooler

If this says you all over, you might be the perfect fit for our Outbound Sales positions.

Here’s the way it works: you’ll be able to work from home with customers who have expressed an interest in products advertised by infomercial. These customers have called about purchasing a product but ultimately were unable to make a buying decision. We provide a service to them by re-connecting with them over the phone and providing them with a better offer on the product. You’ll then also have the opportunity to earn more money by selling additional items after completing the transaction for which the caller had originally called.

With this agent position, you’ll have tremendous earning potential with an average of $15 per hour and a high of more than $25 per hour. All it takes is figuring out the formula to make that higher dollar amount and pushing yourself to nail it.

Inbound Sales

Does this describe you:

  • Friends comment from time to time on how competitive you are
  • You enjoy taking risks and reaping the rewards
  • If you hear that your neighbor just bought a cool new gadget, you immediately want to go out and bring home a gadget that’s even cooler

If this describes you, you might be the perfect fit for our Inbound Sales positions.

Here’s the way it works: you’ll be able to work from your home with customers who have an interest in nutritional supplements and other similar products. Your job is to help customers make purchasing decisions and the amount of sales you produce directly impacts what you get paid.

With this agent position, you’ll have tremendous earning potential with an average of $13 an hour and a high of more than $20 an hour. What you earn is directly correlated to how much you hustle. Does the idea of competing to make the highest commission sound like fun to you? Can you picture yourself enjoying figuring out the perfect tone and rhythm to generate the most sales to beat out your internal competition? If so, click the link below to apply today!

Customer Support

You’ll be answering incoming calls for users of the country’s largest travel website. Following a highly detailed process, agents will assist travelers with changes to their lodging and transportation itineraries.
Customers expect energetic and detail-oriented professionals who can think on their feet to get issues resolved. You’ll be multi-tasking between several applications to research customer solutions and speaking with customers, hotel personnel and rental agencies in a fast-paced environment. The work is challenging, but you will benefit from comprehensive certification and a support team with real people who are there to guide you through the onboarding and certification processes.


GrubHub Customer Service

Grubhub is the nation’s leading online and mobile food ordering company dedicated to connecting hungry diners with local takeout restaurants. The company’s online and mobile ordering platforms allow diners to order directly from more than 45,000 takeout restaurants in over 1,100 U.S. cities and London. As a customer care agent for GrubHub, you’ll have the opportunity to help customers and restaurants who are using the GrubHub app and need assistance. You’d be able to work from your home on the weekends and at night.Maybe you have a day job and are looking to make some extra cash or maybe you have hobbies and interests that fill up your weekdays and are hoping for an opportunity to work nights and weekends. If either of these describe you, please consider applying for this position.

We are looking for people like you to join our ever-growing family, and there is great earning potential for you at NexRep.

Music Streaming Customer Service

Jay Z’s new music streaming company, Tidal, is looking for customer service people. You will answer customer emails about a new, music streaming site, similar to Spotify – no phone calls. You’ll be multi-tasking in cloud-based applications on your computer to access customer and client information resulting in resolution of customer issues. Your commitment to providing the best customer service will be important when representing this brand. In this role, you can work from home anywhere in the United States.

All customer care contractors are required to speak English; our current need is for someone fluent in Portuguese and/or Polish languages.

Beauty Consultant

NexRep is looking for energetic, friendly, articulate, self-directed customer care advocates to represent Tria Beauty (triabeauty.com), the leader in professional, light-based skincare solutions for use at home, transforming the way you care for your skin. Their revolutionary light-based skincare products bring professional technology out of the doctor’s clinic and into the home. Working from home, your interest in beauty and skin care will help you to answer Tria Beauty customers’ product questions as well as assist them with returns and exchanges. You’ll be multi-tasking cloud-based applications on your computer to access customer and client information resulting in resolution of customer issues. You’ll be interacting with customers through a combination of e-mail, phone and chat. Your commitment to providing the best customer service will be important when representing the Tria Beauty brand. In this role, you can work from home anywhere in the United States. This opportunity allows you to invoice for your services starting at $10 per hour, including your certification hours to learn about the Tria Beauty brand and products as well as Tria Beauty and NexRep systems.

Customer Care

NexRep is looking for energetic, friendly, articulate, self-directed customer care advocates. You will answer customer’s product questions, promote customer retention, and do exchanges or process returns. You’ll be multi-tasking in cloud-based applications on your computer to access customer and client information resulting in resolution of customer issues. You’ll be interacting with customers through a combination of e-mail, phone and chat. Your commitment to providing the best customer service will be important when representing this brand. In this role, you can work from home anywhere in the United States. This opportunity allows you to invoice for your services starting at $10 per hour.

NexRep Reviews

4.1
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NexRep CEO Teddy Liaw
Teddy Liaw
119 Ratings
  • Featured Review

    Helpful (1)

    "Great Company!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Director of Operations
    Current Employee - Director of Operations
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at NexRep full-time (More than a year)

    Pros

    This is a close knit company! The people here truly care about other people. The company gives everyone meaningful work and opportunities to grow.

    Cons

    None that I can think of!

    Advice to Management

    Keep your passion and transparency ~ your energy is contagious!

See All 410 Reviews

NexRep Photos

NexRep photo of: NexRep Team
NexRep photo of: Bowling in Portland
NexRep photo of: Kevin and Nori
NexRep photo of: Nori, Meej, Chris and Becky
NexRep photo of: Operations crew enjoying a night out
NexRep photo of: Ops team heading out on the town
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NexRep Interviews

Experience

Experience
61%
4%
35%

Getting an Interview

Getting an Interview
94%
3%
3%

Difficulty

1.9
Average

Difficulty

Hard
Average
Easy
  1. Featured Interview

    Helpful (23)  

    Grubhub Agent Interview

    Anonymous Employee in Columbia, SC
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. The process took 1+ week. I interviewed at NexRep (Columbia, SC) in August 2016.

    Interview

    I applied for the grubhub customer service position and a week later I was invited to interview. You have to schedule the interview with an online scheduling tool. The interviewer was prompt and the process was very easy. After the interview, I was emailed the forms to complete and pay for the background check which was $24.99.

    Interview Questions

    • What was one time you were wow by a company?   3 Answers
See All 77 Interviews

NexRep Awards & Accolades

  • Best of Portland Award, Portland Award Program, 2014
  • Best of Portland Award, Portland Award Program, 2013

Pledges & Certifications

Veteran Hiring Commitment

Committed to helping America's military veterans find work

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