Become a Customer Service Representative
Work remotely & set your own schedule
Help people travel from the comfort of your own home
As a Customer Service Representative, you’ll be taking calls from customers of America’s leading online travel agency. You’ll be the face of the brand, communicating with customers via telephone and assisting with hotel, rental car, and flight reservations.
These customers typically call to change travel plans, confirm or obtain their itinerary, request refunds, or report travel issues.
Ready to be a Customer Service Representative?
What to Expect
Essential Functions
- Answer incoming calls
- Review customer history as necessary
- Follow policy and procedure guidelines
- Help customers change travel plans
- Provide or confirm customers’ travel itinerary
- Process refunds
- Help customers solve travel issues
- Place outbound calls to travel partners (hotels, rental car agencies, etc.) as necessary
- Document information and outcomes as necessary
About You
Prior customer service experience is required. You should possess strong geographical knowledge. Experience working in the travel industry or personal experience using travel products is preferred.
In addition, successful Customer Service Representatives have the following characteristics:
- Excellent customer service skills
- Strong attention to detail
- Easy to work with
- Accepts feedback well
- Excellent listening and communication skills
- Strong problem-solving and decision-making skills
- Demonstrates empathy effectively
- Self-directed
- Able to organize, prioritize, anticipate situations, act, and see issues through to completion
- Able to work independently and proactively in a fast-paced, high-growth environment
- Strong typing skills
- Highly proficient in using the internet and navigating seamlessly between multiple applications
To be a Customer Service Representative, you will need a computer and equipment meeting the following specifications, at a minimum:
- Internet: High-speed, hardwired internet (no Wi-Fi or satellite)
- Operating System: Windows 10
- Processor: Intel Core i5, 1.5 GHz and above
- Memory: 8GB of RAM
- Hard Drive: 256GB
- Browser: Internet Explorer 11 and latest version of Google Chrome
- Monitor: Dual monitors, each capable of displaying at least 1920 x 1080 pixels
- Sound: Sound card (standard on most computers)
- Virus Protection: Up-to-date anti-virus software
- Headset: USB noise-canceling headset
Ready to be a Customer Service Representative?
Remote & Flexible
You’ll be taking calls and making money from the comfort of your own home.
Plus you’ll enjoy flexible scheduling, where you use a self-scheduling platform to select when you work and when you don’t. You’ll have the freedom to schedule around your own needs, the needs of your family, and the important events in your life.
Hours of operation are 8:00 AM to 1:00 AM ET, seven days per week. You’ll have the flexibility to set your schedule within those hours of operation.
Certification
94% of independent contractors would recommend NexRep to their friends and family based on their certification experience.
Certification will take place within a live, instructor-led virtual classroom. You’ll join other independent contractors for a fun, interactive, and informative certification experience.
Certification runs for four weeks. The first 12 days of certification will run Monday through Friday each week, with nine hours of classroom time per day. The remaining days will be spent in supported production handling customer contacts. At the end of certification, you may be eligible for a certification bonus in addition to the amount you earn while in supported production.
Ready to be a Customer Service Representative?
Next steps to get started
Independent contractors in the NexRep Marketplace tend to be pretty happy
Are content to be working remotely (And that was even before COVID-19 arrived)
Believe NexRep provides opportunities that are among the best in the industry
Would recommend NexRep to others based on their certification experience
Are content with the types of interactions they have with customers
Check out what others have to say about their NexRep Marketplace experience
NexRep’s Mission
NexRep was founded in 2009 with a mission to positively transform the lives of independent contractors within the contact center industry.
If we can succeed in improving quality of life, we believe we’ll see a happier network of agents. We believe happier agents will be more engaged in customer interactions, leading to happier customers. And when customers are satisfied, clients are too.
It all really comes down to one simple idea: everybody wins when we put people first.
Ready to be a Customer Service Representative?
Frequently Asked Questions
Independent Contractor Relationship
Every opportunity within the NexRep Marketplace is a 1099 independent contractor opportunity.
Every opportunity within the NexRep Marketplace is a 1099 independent contractor opportunity. As such, you determine how much or how little you work. Most Marketplace Contractors work between 20 to 30 hours per week.
NexRep’s independent contractor model is intended to maximize flexibility for both contractors and clients.
Scheduling & Flexibility
You’ll have the freedom to set your own schedule based on what works for you.
You’ll have the flexibility to set your own schedule inside your program’s hours of operation.
You can still provide services when traveling, assuming all of the following are true:
- You are traveling within the U.S.
- You have access to a quiet, distraction-free workspace
- You have access to a hard-wired, high-speed internet connection
- You have your computer and access to dual monitors and a noise-canceling USB headset
Contract Requirements
NexRep contracts with people in 31 states. The only states we do not currently contract in are: AR, AZ, CA, CO, CT, DC, HI, IL, MA, MD, ME, MN, MO, NJ, NY, OR, RI, VT, WA, and WI. We do not currently contract with anyone outside of the US.
If your contract with NexRep has lapsed or if your prior Independent Contractor Agreement was terminated, you may be eligible to register for another opportunity after a six-month waiting period. Eligibility is determined by the reason for contract termination. A breach of contract would make you ineligible. Any misleading, false, or inaccurate information provided during registration will result in the immediate termination of the Independent Contractor Agreement with NexRep.
To be a Customer Service Representative, you will need the following, at a minimum
- Internet: High-speed, hardwired internet (no Wi-Fi or satellite)
- Operating System: Windows 10
- Processor: Intel Core i5, 1.5 GHz and above
- Memory: 8GB of RAM
- Hard Drive: 256GB
- Browser: Internet Explorer 11 and latest version of Google Chrome
- Monitor: Dual monitors, each capable of displaying at least 1920 x 1080 pixels
- Sound: Sound card (standard on most computers)
- Virus Protection: Up-to-date anti-virus software
- Headset: USB noise-canceling headset
To be a Customer Service Representative, you will need a PC. Macs cannot be used.
You do not need a landline phone to be part of the NexRep Marketplace. You will need a hard-wired, high-speed internet connection and a noise-cancelling USB headset.
Online Assessment
The online assessment is intended to give you a better sense of what to expect, and to determine fit with the client programs we currently have available.
The assessment takes most people between 20 and 30 minutes to complete.
Not everyone is a fit for the opportunities we currently have available. Clients determine matching criteria. Now that you’ve registered and completed the assessment, when new opportunities become available, we may reach out to alert you to those opportunities if it appears you would be a good fit.
Certification
NexRep never charges Marketplace Contractors a fee of any kind. You will not be charged any fees for certification. Certification is 100% client sponsored.
Certification runs for four weeks. The first 12 days of certification will run Monday through Friday each week, with nine hours of classroom time per day. The remaining days will be spent in supported production handling customer contacts. At the end of certification, you may be eligible for a certification bonus in addition to the amount you earn while in supported production.
Money & Benefits
This customer service opportunity has an invoice rate of $10/hr.
As an independent contractor, you will have the freedom to work remotely and the flexibility to set your own schedule. That comes with significant cost-savings on things like gas and other automotive expenses, clothes, and food. You may also qualify for home office tax deductions, but you should consult with an accountant to determine eligibility.