GETTING STARTED
Q: What is the application process and how long does it take?
A: We designed our application process to be thorough, efficient, and transparent. We always want to you to know what stage you’re in, and if there are jobs open for you! We will evaluate your skills, experience and qualifications to determine our best program for you.
Just as our customer care professionals work from the comfort of their homes, our entire hiring process is also conducted remotely. You are never required to travel! We recommend that you review all of the qualifications and FAQs before submitting an application.
Step 1:
A: We designed our application process to be thorough, efficient, and transparent. We always want to you to know what stage you’re in, and if there are jobs open for you! We will evaluate your skills, experience and qualifications to determine our best program for you.
Just as our customer care professionals work from the comfort of their homes, our entire hiring process is also conducted remotely. You are never required to travel! We recommend that you review all of the qualifications and FAQs before submitting an application.
Step 1:
- Application – Fill out and submit the application below. You may not hear back from us right away. Please watch your email as this is our most common and expedient way to reach you.
- Phone Screening – We will invite you via email to schedule a time to speak with us over the phone to discuss all that we offer. Like everything else in our process, it is 100% online and over the phone. Screenings will be conducted in English.
- You will receive step-by-step instructions on what to do and will always know where you are in the process. You’ll also use your account to get 1:1 support any time you have a question or need help. Next, you will be emailed a link and company information to complete your online profile. Once the profile is completed, with company information, you will receive the next steps to move forward via email.
- Enrollment: You will be asked to complete the required complete a few assessments, paperwork and pre-employment checks just as you would with any other employer. Because you are working remote, it may involve a bit of extra running around. A background check, which could include drug screening(based on client), and an Affidavit of Identification will be conducted. You will also receive emails updating you with your current progress.
Q: Do I have to be a U.S. citizen?
A: No. If you can provide legal documentation proving you are eligible for employment in the U.S., you may apply.
At this time, we unfortunately are not currently accepting Client Support Professionals who reside in California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Oregon, Pennsylvania, Vermont, Washington, Wisconsin, and the District of Columbia.
**We do have a few clients that require you live in a specific state to qualify to service.**
Q: Do I have to live in a certain state?
A: We currently are accepting hires in 37 states across the United States, including:
A: No. If you can provide legal documentation proving you are eligible for employment in the U.S., you may apply.
At this time, we unfortunately are not currently accepting Client Support Professionals who reside in California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Oregon, Pennsylvania, Vermont, Washington, Wisconsin, and the District of Columbia.
**We do have a few clients that require you live in a specific state to qualify to service.**
Q: Do I have to live in a certain state?
A: We currently are accepting hires in 37 states across the United States, including:
Alabama
Alaska Arizona Arkansas Delaware Florida |
Georgia
Hawaii Idaho Indiana Iowa Kansas |
Kentucky
Louisiana Maine Michigan Mississippi Missouri |
Montana
Nebraska Nevada New Hampshire New Mexico North Carolina North Dakota |
Ohio
Oklahoma Pennsylvania Rhode Island South Carolina South Dakota |
Tennessee
Texas Utah Virginia West Virginia Wyoming |
***If you applying for our Pledge Drive Support Agent position we do not have positions available in Delaware, Massachusetts, Louisiana, West Virginia, Wyoming, Vermont, California or South Dakota. However, Washington residents are welcome ONLY IF you are military-affiliated.
Q: Are there required meetings at the corporate office (or anywhere)?
A: Although you are always welcome to come visit our home office, we do not require that you do so. Some clients occasionally request that our Client Support Professionals visit local retail outlets or other local business offices in order to become better acquainted with what they do. However, this is not common.
Q: Would I be an employee of Direct Resource Solutions LLC?
A: All of our positions are independent contractors. We believe a business to business relationship creates the best experience for you, our company and for our clients. As an agent, you are an integral part of our team and culture. Our goal here is to ensure your success working from home. Being an independent contractor also give you more freedom when it comes to picking the client you work for, which ultimately makes you 100% in control of how much you get paid and the hours you chose to work.
A: Although you are always welcome to come visit our home office, we do not require that you do so. Some clients occasionally request that our Client Support Professionals visit local retail outlets or other local business offices in order to become better acquainted with what they do. However, this is not common.
Q: Would I be an employee of Direct Resource Solutions LLC?
A: All of our positions are independent contractors. We believe a business to business relationship creates the best experience for you, our company and for our clients. As an agent, you are an integral part of our team and culture. Our goal here is to ensure your success working from home. Being an independent contractor also give you more freedom when it comes to picking the client you work for, which ultimately makes you 100% in control of how much you get paid and the hours you chose to work.
PAY AND BENEFITS
Q: How much is the pay?
A: Pay rates vary for each of our clients/positions and their programs. In general, the rate varies from about $8.00 to $16.00 per hour. Some clients offer performance bonuses up to $500 and other extra incentives.
Q: Am I paid by the hour or by the call?
A: This again, is determined based on the client you service. Most clients pay by the hour, however some are by the minute or per call. There are also a few clients who give you the choice for which payout method you would like to be calculated also or whichever is hirer.
Q: How often would I get paid?
A: You will receive payment for servicing on a semi-monthly basis with our two larger platforms, and with our Quality Assurance Mystery Shopping, payout is weekly.
Q: Do I receive a paycheck in the mail?
A: We offer various expeditious payout methods, including some "instant" options. We additional offer direct deposit to your bank account. We encourage all employees to be paid via direct deposit but if you need additional ways to be paid, there are options.
Q: What benefits are offered?
As an Independent Contractor you will not have access to any health plan benefits through Client Support Professional or our platform. However, this may be purchased individually by the CSP from any health insurance provider. Visit healthcare.gov for more information on the options available to you.
A: Pay rates vary for each of our clients/positions and their programs. In general, the rate varies from about $8.00 to $16.00 per hour. Some clients offer performance bonuses up to $500 and other extra incentives.
Q: Am I paid by the hour or by the call?
A: This again, is determined based on the client you service. Most clients pay by the hour, however some are by the minute or per call. There are also a few clients who give you the choice for which payout method you would like to be calculated also or whichever is hirer.
Q: How often would I get paid?
A: You will receive payment for servicing on a semi-monthly basis with our two larger platforms, and with our Quality Assurance Mystery Shopping, payout is weekly.
Q: Do I receive a paycheck in the mail?
A: We offer various expeditious payout methods, including some "instant" options. We additional offer direct deposit to your bank account. We encourage all employees to be paid via direct deposit but if you need additional ways to be paid, there are options.
Q: What benefits are offered?
As an Independent Contractor you will not have access to any health plan benefits through Client Support Professional or our platform. However, this may be purchased individually by the CSP from any health insurance provider. Visit healthcare.gov for more information on the options available to you.
HOW IT WORKS
Q: What would I be doing as a Client Support Professional?
A: You will be answering telephone calls from our clients’ customers. Typically, those customers are calling to place orders for products or services, ask questions about those products or services, or to inquire about orders they have already placed.
Q: What would I be doing as a Pledge Drive Support Agent?
A: You will be answering telephone calls from our clients’ customers. Typically, those customers are calling to make donations or pledge amount for a particular non-profit organization, ask questions about those products or services, or to inquire about orders/donations they have already made.
Q: Will I have to call people to sell them things?
A: No! All of our calls are inbound; we do not do any outbound telemarketing or sales. Occasionally, you will have to make an outbound follow up call, but no outbound sales.
Q: Will I have to do any high-pressure sales?
A: No, customers who call generally know what they want to order, but may need help to identify the right item. Some of our programs require more proactive sales skills than others. These programs are not high-pressure sales situations, but do require the ability to offer alternative products and sell additional products to customers.
Q: Do I have a choice of which program I work on?
A: Yes. Our team with talk with you and discuss what experience, skills and qualifications are required for each program, but ultimately the choice is yours.
Q: Is there a required number of calls I must take each hour?
A: Performance goals are determined in accordance with each of our clients’ needs. In order to operate as efficiently as possible for our clients, you probably will receive calls in a fairly steady stream during each work shift. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution will be one of the things we will train you to do well.
Q: What kind of support will I have while I am working? What if I have questions?
A: Even though you will be working remotely from the comfort of your home, you will always have the support of your program team. You will have team leaders, coaches or support customer care professionals who are knowledgeable in your program, and are available via chat rooms and over the phone. Similarly, we provide round-the-clock technical support in the event that you have any problems with any of our telephone or computer systems.
Q: How would I know if a customer is calling or if it’s a personal call for me?
A: To maintain high service levels for our clients, you will be permanently connected to our telephone system for the duration of each work shift. This connection prevents you from receiving personal calls during your work shift. Personal phone calls can be received on a cell phone or on a second phone line separate from that dedicated for work shifts.
Q: Are there performance evaluations?
A: All of our certification courses involve quality assurance testing, performance evaluations and feedback during the course. At the end of your servicing period, you will also receive a final evaluation, and may continue working with the client if goals were met.
A: You will be answering telephone calls from our clients’ customers. Typically, those customers are calling to place orders for products or services, ask questions about those products or services, or to inquire about orders they have already placed.
Q: What would I be doing as a Pledge Drive Support Agent?
A: You will be answering telephone calls from our clients’ customers. Typically, those customers are calling to make donations or pledge amount for a particular non-profit organization, ask questions about those products or services, or to inquire about orders/donations they have already made.
Q: Will I have to call people to sell them things?
A: No! All of our calls are inbound; we do not do any outbound telemarketing or sales. Occasionally, you will have to make an outbound follow up call, but no outbound sales.
Q: Will I have to do any high-pressure sales?
A: No, customers who call generally know what they want to order, but may need help to identify the right item. Some of our programs require more proactive sales skills than others. These programs are not high-pressure sales situations, but do require the ability to offer alternative products and sell additional products to customers.
Q: Do I have a choice of which program I work on?
A: Yes. Our team with talk with you and discuss what experience, skills and qualifications are required for each program, but ultimately the choice is yours.
Q: Is there a required number of calls I must take each hour?
A: Performance goals are determined in accordance with each of our clients’ needs. In order to operate as efficiently as possible for our clients, you probably will receive calls in a fairly steady stream during each work shift. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution will be one of the things we will train you to do well.
Q: What kind of support will I have while I am working? What if I have questions?
A: Even though you will be working remotely from the comfort of your home, you will always have the support of your program team. You will have team leaders, coaches or support customer care professionals who are knowledgeable in your program, and are available via chat rooms and over the phone. Similarly, we provide round-the-clock technical support in the event that you have any problems with any of our telephone or computer systems.
Q: How would I know if a customer is calling or if it’s a personal call for me?
A: To maintain high service levels for our clients, you will be permanently connected to our telephone system for the duration of each work shift. This connection prevents you from receiving personal calls during your work shift. Personal phone calls can be received on a cell phone or on a second phone line separate from that dedicated for work shifts.
Q: Are there performance evaluations?
A: All of our certification courses involve quality assurance testing, performance evaluations and feedback during the course. At the end of your servicing period, you will also receive a final evaluation, and may continue working with the client if goals were met.
QUALIFICATIONS & EQUIPMENT
Q: Can I use a cell phone to answer calls as a Client Support Professional?
A: No. In order to maximize security and sound quality, we do not allow the use of cell phones, or cordless phones You must use a regular, corded phone or a soft phone with a corded headset to connect with our systems.
Q: Can I use a cell phone to answer calls as a Pledge Drive Support Agent?
A: Yes. The called are routed through a soft phone over the system then sent to your cell phone.
Q: What type of telephone service do I need as a CPS?
A: You will need an analog landline or a digital line, depending on the client, that meets one of these requirements:
A: We are very excited about the potential of IP telephony and are exploring it for future use. However, our system is currently not compatible with IP phones.
Q: Does Direct Resource Solutions LLC provide me with the required headsets?
A: No. You are required to purchase two different types of headsets – a USB headset for your online training and a telephone headset for taking live customer calls.
Q: Does Direct Resource Solutions LLC provide me with a computer?
A: All applicants must have their own PC that meets our minimum requirements. Some clients may have specific technological requirements, require dual monitors or only allow a particular brand. View the full equipment policy.
Q: Can I work on a Macintosh computer?
A: Yes. However, some of the clients may require you to use a windows system. See Home Office Requirements for more details.
Q: What Internet service provider (ISP) should I use?
A: You can use any ISP that is:
Q: Are my home set-up expenses tax deductible?
A: Yes. You will need to discuss this with a professional tax advisor for more specific details.
Q: How do I file taxes?
A: As an Independent Contractor you are responsible for filing your own income tax annually. Direct Resource Solutions LLC will provide a 1099 form at the end of the year.
Q: Can I have a high-speed Internet connection (or extra phone line) installed after I am decide the client?
A: Yes. However, in many cases, customer service professionals start course certification within a couple weeks of completing the enrollment process.
A: No. In order to maximize security and sound quality, we do not allow the use of cell phones, or cordless phones You must use a regular, corded phone or a soft phone with a corded headset to connect with our systems.
Q: Can I use a cell phone to answer calls as a Pledge Drive Support Agent?
A: Yes. The called are routed through a soft phone over the system then sent to your cell phone.
Q: What type of telephone service do I need as a CPS?
A: You will need an analog landline or a digital line, depending on the client, that meets one of these requirements:
- A telephone line dedicated to your use while working that can be used while accessing the Internet
- Corded, traditional telephone. No cordless, cellular/wireless or VoIP phones (Vonage, AT&T CallVantage, etc.)
A: We are very excited about the potential of IP telephony and are exploring it for future use. However, our system is currently not compatible with IP phones.
Q: Does Direct Resource Solutions LLC provide me with the required headsets?
A: No. You are required to purchase two different types of headsets – a USB headset for your online training and a telephone headset for taking live customer calls.
- USB headset for your online training. Prior to your first day of training you will need a USB headset that plugs into your computer. These USB headsets range in price from $20-$50, and can be purchased at most stores that sell computer equipment or office supplies. The USB headset must meet these minimum requirements:
- Features a microphone
- Hands-free
- Connects to your computer via a USB port.
- Features a mute button
- Telephone headset to take calls. You will also need to purchase a headset for your telephone in order to begin working. These telephone headsets plug directly into your telephone base, range in price from $20-$100 and can be purchased at major retailers and office supply stores. Because you will be wearing the telephone headset for long periods of time, it must be comfortable, and meet these minimum requirements:
- Hands-free
- Corded. All cordless headsets are unacceptable
- Features a “noise cancelling” microphone
Q: Does Direct Resource Solutions LLC provide me with a computer?
A: All applicants must have their own PC that meets our minimum requirements. Some clients may have specific technological requirements, require dual monitors or only allow a particular brand. View the full equipment policy.
Q: Can I work on a Macintosh computer?
A: Yes. However, some of the clients may require you to use a windows system. See Home Office Requirements for more details.
Q: What Internet service provider (ISP) should I use?
A: You can use any ISP that is:
- Land-based (not a wireless or satellite broadband connection)
- Reliable with consistent “up” time
- Unlimited use
Q: Are my home set-up expenses tax deductible?
A: Yes. You will need to discuss this with a professional tax advisor for more specific details.
Q: How do I file taxes?
A: As an Independent Contractor you are responsible for filing your own income tax annually. Direct Resource Solutions LLC will provide a 1099 form at the end of the year.
Q: Can I have a high-speed Internet connection (or extra phone line) installed after I am decide the client?
A: Yes. However, in many cases, customer service professionals start course certification within a couple weeks of completing the enrollment process.
Course Certification
Q: What kind of certification will I receive?
A: Direct Resource Solutions LLC offers industry-leading course programs. You will be thoroughly trained on the specific client you support. In addition, we offer initial and ongoing programs on customer service fundamentals and best practices, such as handling angry customers, conflict resolution, and more. With this personal and professional development, it’s our goal to help you to grow into the best customer service professional possible.
Q: How will I attend the certification course and when?
A: All of your course material will be delivered online or over the phone through blackboard with an online instructor. We pride ourselves on our training programs being engaging, interactive and effective for adult-learners. You won’t just sit and listen—you’ll interact with an expert facilitator, teach other students and problem solve using real-life scenarios. With this great training under your belt, you’ll be ready to deliver the best customer service possible.
Q: Why do I have to pay for course certification?
A: Similar to becoming a Real Estate/ Insurance Agent, mechanic, medical technician, CNA, therapist, computer network engineer, website developer, there is a cost to become certified as a qualified Client Service Professional that can work independently from their own home office. Prices vary by certification course for each client, many times they are as low as $9.99 or $4.99, and during client peak seasons, a couple of our course certification class is absolutely free!
There is however no need to pay for fees like filing papers of incorporation, e.g. S corp or LLC, obtaining business liability insurance, accurately estimating and filing quarterly federal and provincial tax returns or maintaining ongoing legal and accounting records.
Q: Can I receive assistance to pay for course certification, equipment or be reimbursement ?
A: Yes, absolutely! We offer the option to receive reimbursement of the upfront costs associated with certification for qualified Client Support Professionals. We also offer many forms and options for assistance when it comes to paying for course certification. Our platform often gives vouchers covering 50 to 100% of the cost, in most cases up to $149 in amount. These are usually given out during client info sessions. We also offer reimbursement up to 100% after certification has been completed, SOW has been offered by client.
Q: Do I need to leave my home for certification?
A: No, all courses are is completed remotely from the comfort of your home.
Q: How long does the course certification last?
A: Certification courses are held Monday through Friday and last 2 to 4 hours depending on the client program.The course varies by the complexity of the client program which can be anywhere from two days to five weeks.
Q: How often are classes offered?
A: Class offerings vary by the clients need and by the number of people in class and currently servicing at any given time. Typically we offer several sessions of certification, however the schedules are fixed and 100% attendance is required.
Q: Does everyone make it through certification successfully?
A: Even as careful as we are in selecting our customer care professionals, we do sometimes have people that are unable to successfully complete our certification classes. The class isn’t particularly difficult, but not all people are cut out for all types of work. But no worries, we let you choose a different client and try again!
Q: Will I be required to take a test after certification?
A: You will be tested at various points of your course material to ensure you’re as prepared as possible once you start answering calls.
Q: What if I don’t pass the tests?
A: We pride ourselves on offering our clients the most qualified client support professionals available. To deliver on this quality promise, it is required that all testing is passed.
A: Direct Resource Solutions LLC offers industry-leading course programs. You will be thoroughly trained on the specific client you support. In addition, we offer initial and ongoing programs on customer service fundamentals and best practices, such as handling angry customers, conflict resolution, and more. With this personal and professional development, it’s our goal to help you to grow into the best customer service professional possible.
Q: How will I attend the certification course and when?
A: All of your course material will be delivered online or over the phone through blackboard with an online instructor. We pride ourselves on our training programs being engaging, interactive and effective for adult-learners. You won’t just sit and listen—you’ll interact with an expert facilitator, teach other students and problem solve using real-life scenarios. With this great training under your belt, you’ll be ready to deliver the best customer service possible.
Q: Why do I have to pay for course certification?
A: Similar to becoming a Real Estate/ Insurance Agent, mechanic, medical technician, CNA, therapist, computer network engineer, website developer, there is a cost to become certified as a qualified Client Service Professional that can work independently from their own home office. Prices vary by certification course for each client, many times they are as low as $9.99 or $4.99, and during client peak seasons, a couple of our course certification class is absolutely free!
There is however no need to pay for fees like filing papers of incorporation, e.g. S corp or LLC, obtaining business liability insurance, accurately estimating and filing quarterly federal and provincial tax returns or maintaining ongoing legal and accounting records.
Q: Can I receive assistance to pay for course certification, equipment or be reimbursement ?
A: Yes, absolutely! We offer the option to receive reimbursement of the upfront costs associated with certification for qualified Client Support Professionals. We also offer many forms and options for assistance when it comes to paying for course certification. Our platform often gives vouchers covering 50 to 100% of the cost, in most cases up to $149 in amount. These are usually given out during client info sessions. We also offer reimbursement up to 100% after certification has been completed, SOW has been offered by client.
- Veterans and family will receive a 50% discount of their first certification course fee. (You must select military on your application and during the registration process to be eligible.
- You may also apply for course reimbursement after client course certification has been completed through programs such as the U.S. Department of Veterans Affairs.
Q: Do I need to leave my home for certification?
A: No, all courses are is completed remotely from the comfort of your home.
Q: How long does the course certification last?
A: Certification courses are held Monday through Friday and last 2 to 4 hours depending on the client program.The course varies by the complexity of the client program which can be anywhere from two days to five weeks.
Q: How often are classes offered?
A: Class offerings vary by the clients need and by the number of people in class and currently servicing at any given time. Typically we offer several sessions of certification, however the schedules are fixed and 100% attendance is required.
Q: Does everyone make it through certification successfully?
A: Even as careful as we are in selecting our customer care professionals, we do sometimes have people that are unable to successfully complete our certification classes. The class isn’t particularly difficult, but not all people are cut out for all types of work. But no worries, we let you choose a different client and try again!
Q: Will I be required to take a test after certification?
A: You will be tested at various points of your course material to ensure you’re as prepared as possible once you start answering calls.
Q: What if I don’t pass the tests?
A: We pride ourselves on offering our clients the most qualified client support professionals available. To deliver on this quality promise, it is required that all testing is passed.
SCHEDULING
Q: What hours are available?
A: Each of our clients have their own, unique hours of operation. The shifts are available 7 days a week and some include overnight hours. Each client allows you to select service times to work in 30 mintues intervals. This is how you will choose the time slots you wish to work.
Many schedules are designed to cover the more busy times of day when people call for service. Each client has different set times and days in which intervals must be completed.
Q: Can I work whatever hours I want?
A: Absolutely! Shift commitments are a available to be scheduled in which you agree to when selected. The clients time you select are flexible to match your availability and can be swapped with other Client Support Professionals when needed. To ensure high service levels for our clients, guidelines for schedule adherence and a reliability policy for all Client Support Professionals will be announced during certification.
Q: Does Direct Resource Solutions LLC determine what my schedule will be?
A: No! Your schedule is based on your chosen work shift availability and the client’s projected call volume and required intervals. Each client usually requires 15 to 20 minimum number of hours per week.
Q: How often are schedules posted?
A: We post schedules weekly for the follow weeks in advance. You will know your posted schedule about 4-7 days ahead of that week. With our non profit platform our schedule is available a month in advance!
Q: Will I work the same schedule every week?
A: It's you choice! The available house is driven by our client program’s call volume. Direct Resource Solutions LLC does not guarantee consistent, ongoing, weekly hours. However, if you are available to work on a regular basis, are performing well, and your client program has a steady weekly need, then it is likely that you will may receive the option for the same (or very similar) work each week. Many of our agents work our positions as the traditional 9-5, but from home!
Q: What happens if I can’t work during a scheduled time?
A: No problem! Through our online platform, you can let us know if you will not be able to work. As with a conventional job, we understand that there will be times when you are sick, or otherwise unable to work during scheduled times. To ensure high service levels for our clients, there are guidelines for schedule adherence and a reliability policy for all of our agents. You are responsible for the hours you have set in the system therefor will need to find someone to cover the hours you are unable to perform.
Q: Do you have late-night, overnight or weekend only shifts?
A: Yes! Some of our programs even operate 24 hours per day, 365 days per year, and some have peak times, typically only on a seasonal basis.
Q: Do I have to work a minimum number of hours?
A: Each client program has its own requirements, but generally require you to work a minimum of 15 to 20 hours per week.
Q: Is there a maximum number of hours I can work each day or week?
A: Most clients have a maximum of 98 hours (unless stipulated otherwise by law in your state).
A: Each of our clients have their own, unique hours of operation. The shifts are available 7 days a week and some include overnight hours. Each client allows you to select service times to work in 30 mintues intervals. This is how you will choose the time slots you wish to work.
Many schedules are designed to cover the more busy times of day when people call for service. Each client has different set times and days in which intervals must be completed.
- Hours are available on a “first come, first serve” basis, so it is beneficial to select servicing intervals (which are 30 minute increments) as soon as possible. Note that for certain client programs, if you are a top performer, you may receive first choice of hours. The better you perform over time, the choice of servicing times you may have.
- More servicing intervals are available during a client’s peak demand period. Certain client programs have specific servicing hour requirements, which will be detailed in the OA.Please be sure to review the Opportunity Announcement for the client program you are interested in servicing.
- The OA provides detailed information about each client program opportunity, the hours of servicing and the peak demand hours for the client. Be sure that the hours align with your desired schedule before you express interest in an opportunity.
Q: Can I work whatever hours I want?
A: Absolutely! Shift commitments are a available to be scheduled in which you agree to when selected. The clients time you select are flexible to match your availability and can be swapped with other Client Support Professionals when needed. To ensure high service levels for our clients, guidelines for schedule adherence and a reliability policy for all Client Support Professionals will be announced during certification.
Q: Does Direct Resource Solutions LLC determine what my schedule will be?
A: No! Your schedule is based on your chosen work shift availability and the client’s projected call volume and required intervals. Each client usually requires 15 to 20 minimum number of hours per week.
Q: How often are schedules posted?
A: We post schedules weekly for the follow weeks in advance. You will know your posted schedule about 4-7 days ahead of that week. With our non profit platform our schedule is available a month in advance!
Q: Will I work the same schedule every week?
A: It's you choice! The available house is driven by our client program’s call volume. Direct Resource Solutions LLC does not guarantee consistent, ongoing, weekly hours. However, if you are available to work on a regular basis, are performing well, and your client program has a steady weekly need, then it is likely that you will may receive the option for the same (or very similar) work each week. Many of our agents work our positions as the traditional 9-5, but from home!
Q: What happens if I can’t work during a scheduled time?
A: No problem! Through our online platform, you can let us know if you will not be able to work. As with a conventional job, we understand that there will be times when you are sick, or otherwise unable to work during scheduled times. To ensure high service levels for our clients, there are guidelines for schedule adherence and a reliability policy for all of our agents. You are responsible for the hours you have set in the system therefor will need to find someone to cover the hours you are unable to perform.
Q: Do you have late-night, overnight or weekend only shifts?
A: Yes! Some of our programs even operate 24 hours per day, 365 days per year, and some have peak times, typically only on a seasonal basis.
Q: Do I have to work a minimum number of hours?
A: Each client program has its own requirements, but generally require you to work a minimum of 15 to 20 hours per week.
Q: Is there a maximum number of hours I can work each day or week?
A: Most clients have a maximum of 98 hours (unless stipulated otherwise by law in your state).