Working at NexRep | Glassdoor

NexRep Overview

Portland, ME
1 to 50 employees
2009
Company - Private
Telecommunications Services
Unknown / Non-Applicable
NexRep has innovated the home agent contact center model by focusing on agent operations and sourcing that delivers professional level agents that match customer profiles. The result has been a fast growing company that attracts the best talent and delights clients and ... 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.

  • We are looking for seasonal temporary customer service agents to respond to inbound calls and emails during a Red Bull special promotion handling redemption codes for a promotion with the Street Fighter V game. We are looking for independent contractors to contract between the hours of 9AM – 1PM and 7PM – 3AM Eastern Time. Apply today! http://glassdoor.com/slink.htm?key=vQHlM

    Red Bull Customer Service " NexRep

    Red Bull Customer Service As Seen on TV Infomercial Sales Grubhub Customer Service Inbound Sales Outbound Sales Music Streaming Customer Service Customer Support - Priceline National Boutique Blow Out Salon Receptionist Tristar Customer Care - Copper Chef XL Customer Care - Meal Delivery Industry Customer Care - Online Automotive Consultant Customer Care Beauty Consultant Online Auto - Customer Service Representative

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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 Agent Values

NexRep is a company dedicated to our people, and we partner with a team of agents who outshine the competition. Our agents are:

  • Empathetic
  • Authentic
  • Relatable
  • Reliable

What is invaluable to the work we do for our clients is our ability to fill our workforce with people who have these innate skills. This kind of workforce allows us to provide the highest level of customer care. When customers call and speak with our agents, they come away from the experience feeling understood, cared for, and confident in the brand our agents represent.

What’s unique about our agents is that they work out of their homes. Traditionally, call centers are located in areas where the staff tends to be transient and inconsistent. Recruiting and maintaining good agents in call centers is difficult and can leave clients with divested, unhappy people responding to their customer’s needs. With our at-home model, we are not limited by geography. As a result, NexRep agents are higher educated, more committed, and happier with their work situation than the standard call center agent. As an example, a large portion of our agents are former career-women who’ve switched gears to become parents and want the flexibilty a career with us provides. We provide an opportunity for them, and for all of our agents to mold their schedules to what works best for them, in their own homes while they provide our clients with the best customer service in the industry. There have been studies performed on the best formula for good customer service and based on these studies, the number one criteria for an agent to provide good customer service is that agent’s level of satisfaction in their work situation. We have the corner on that market.

Our clients are looking for us to provide customer care that is unparalleled in the industry. They expect the quality of their product and the quality of their service to be synonymous. We have the formula to satisfy their needs.



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 to 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 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 these results to our clients.

 


At NexRep, our agents are enthralled with the products and brands they work with. More often than not we are able to source agents who are already familiar with and love our clients’ products. We also certify all of our agents on every product they support. This means agents possess the highest possible understanding of a product’s functionality and as a result can be more helpful when working with customers. Phenomenal customer service happens when two strangers find commonality; passion for a product can be just the ticket for that. NexRep offers multiple types of Customer Service Care to fit a variety of needs.

At NexRep, we believe that Customer Care starts with finding and deploying agents who care. Our customer care agents have strong relationships with the products they service, whether they are users, consumers, or advocates. NexRep has proven repeatedly that its virtual model outperforms facilities-based centers. Our agents are true brand-advocates through rigorous product, brand, skills, and systems certification programs.

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.

Virtual Receptionist

You’ll be answering incoming calls from busy women who need to set up appointments for services at the nation’s premier chain of blow dry bars. The client is looking for energetic, articulate and computer-savvy professionals to represent their brand. You’ll be multi-tasking between different computer applications while maintaining a friendly and fun brand image. Your callers will be counting on you for a phone experience as relaxing as their visit while you leverage your knowledge and expertise around the services and products that the boutiques provide. Agents are compensated at 25 cents per minute of talk time, or $15 per full hour of talk time, so you can optimize your business income by providing services during peak evening and weekend calling windows.

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

3.6
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Recommend to a friend
Approve of CEO
NexRep CEO Teddy Liaw
Teddy Liaw
89 Ratings
  • Featured Review

    Helpful (11)

    "You Must come and be part of this company!!"

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

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

    Pros

    Gosh, I started out as an independent contractor less than 2 yrs ago, I have become a mentor, I have moved to other programs when in need. The support Staff are fantastic, patience, they made me feel as if we were sisters from a far. If you are ambitious and apply yourself the sky is the limit. I since have moved forward in advancing my career. AND you can too! No Limitations.

    Cons

    I honestly can not think of one. As technology changes in our world, we must be patient and walk along side before we can run.

    Advice to Management

    Great Job, Lets keep growing.......

See All 364 Reviews

NexRep Photos

NexRep photo of: The team gathering in Portland!
NexRep photo of: Technology folks hard at work!
NexRep photo of: Some of our Sourcing Team and representatives from other teams!
NexRep photo of: Teddy Liaw, our CEO
NexRep photo of: Members of our Sourcing team hard at work
NexRep photo of: Members of our Operations Team
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NexRep Interviews

Experience

Experience
64%
4%
32%

Getting an Interview

Getting an Interview
93%
3%
3%
1

Difficulty

2.0
Average

Difficulty

Hard
Average
Easy
  1. Featured Interview

    Helpful (19)  

    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 74 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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