Do you have call center experience? Do you have a degree? Are you a mom (or dad) looking for legitimate virtual call center jobs from home? Are you looking for a job where you can set your own schedule so you can be there for your kids? Check out this NexRep review to see if this company will provide you with the kind of job you are looking for.
Introduction to NexRep:
NexRep is a telecommuting company that hires independent contractors to work from home as virtual agents. The company provides services to a variety of clients resulting in a number of different types of virtual positions – inbound and outbound sales as well as customer service. Presently they recruit and train home agents from anywhere in the US.
Pros of NexRep:
- Flexible scheduling – You schedule yourself each week based on availability for the following week. The company is very flexible, so you won’t have to worry about missing events with your kids.
- Good support system – Many NexRep agents say that their favorite part of the job is the support and ongoing training they get from their teams and supervisors.
- Multiple projects / clients – If outbound sales aren’t your thing, there are other projects available that may suit your needs and desires better.
- They hire in all states – This is perfect for families that have to move a lot and especially great for military moms who want to work. Unlike many virtual call centers, if you have to relocate, you don’t have to worry about losing your job.
- Decent pay for most positions – While some users report low earnings, many report earning as much as $1000 / week in sales commissions. If you’re good at sales calls, this is definitely a bonus.
- Reliable pay – NexRep pays out every 2 weeks by either check or direct deposit. There are very few cases of people saying they had issues getting paid and many people say they’ve worked for the NexRep for years and never had a problem with pay.
- No dedicated phone line required – Unlike the majority of virtual call centers, NexRep does not require you to have a dedicated landline telephone. This helps lower the costs you incur as an independent contractor.
- Low expenses to get started – You can get started for just the cost of a good USB headset (around $40) and the $25 background check (assuming you already have a computer with a high speed internet connection.)
Cons of NexRep:
- Low pay for a few of the positions – Some past and current NexRep agents who work in the per minute projects report low earnings due to lower call volumes. Other agents admit that they are working the day shift for the project and could earn more by switching to the evening shift, or by switching to another project.
- Minimum scheduling – While NexRep is very flexible when it comes to when you work, they want you to have a minimum amount of hours. Some projects require at least 15 hours per week while others require a minimum of 25 hours weekly.
- Background check expenses – While it really is a low cost, having to pay for a background check can be a financial burden. Thankfully, this one is only going to run you $25.
- Preference to college graduates and experienced service agents – NexRep prefers to hire people who already have at least 2 years of call center experience under their belts along with a college degree. For the pay that they normally offer, especially on the inbound side, this seems to be a bit overboard.
NexRep is a company that has more than 50 years of combined experience in the virtual call center and customer service arena. They offer multiple projects in both inbound and outbound telecommuting positions. They provide training to all accepted applicants and are generally considered one of the better virtual call center companies to work for.
Currently NexRep is contracting for the following call types, but the greatest need is for GrubHub Customer Care: inbound sales, outbound sales, outbound appointment setting Sears Vacations and GrubHub Customer Care. There are other positions that are presently full including music streaming customer service, beauty consultants, customer care and insurance lead generation.
You can see their present needs and general related information here. And if you click on the “Learn More” bar underneath any category, you will see a general description of the job along with duties, skills/qualifications and additional information including pay, minimum required hours and available shift times.
A few past agents have expressed that they didn't like the up-sells or the scripts that they had to follow in the inbound sales jobs and felt like they were forcing poor quality items on elderly people who weren't interested in them. At the same time, there were plenty of people expressing how much they enjoyed the jobs and that it all depends on how you do it, if you have sales skills and so on. Others pointed out that you also have the choice of changing projects if a particular one doesn't suit you.
How Do You Join NexRep?
Getting started with NexRep is pretty straightforward. You can submit your application on their site and if selected, they will schedule a phone interview with you. The communication before the phone assessment is done primarily via email. The application is pretty thorough – it is wise to answer everything fully and attach a complete resume as they won’t ask for further information later.
Once that is complete, you will be asked to pay your $25 for a background check to ensure you do not have any felonies on your record. They are required to do this as you may be privy to customer’s sensitive information.
Once your background check and other paper work is complete, you can schedule a certification class that will last for either 1 or 2 weeks depending on the project you are working on. Once training is complete, you will go into a 1 week nesting phase and then be able to schedule your own shifts the following week.
Who is NexRep for?
NexRep is a great option for people who need reliable hours, but also need to have quite a bit of flexibility in their schedules – work-from-home moms or dads, family caregivers and so on. Since you are able to schedule shifts in 2 hour blocks, NexRep allows you to have the best of hours to work while still being able to partake in activities with your kids and family.
Payment from NexRep:
NexRep pays out every 2 weeks and payment can be made via check or direct deposit. While these are great options and most people have no problems, some agents do complain that it has occasionally been difficult to get paid.
As far as how much the pay is, it really depends on the project you are working on. The company claims that wages are anywhere between $15 and $25 or more per hour. I’ve read about a few people (who were on the pay by the minute projects) getting less, but it seemed that they weren’t taking advantage of choosing peak times to work.
Some projects pay hourly or hourly plus commission and others pay by minutes of talk time. I would suggest clicking here and choosing the position you are interested in to find out more specific details.
Certification for each call type is different. It generally includes: a week of e-learning done live via webinar with a certifier and a week of nesting, where a quality assurance contractor will monitor your calls and assist you. Aside from Inbound Sales and Outbound Classes are 3-6 days in length. All of the certification classes are virtual. A couple require video chat – most do not. The daily training sessions are typically 4 – 6 hours per day. The classes are small to allow everyone to get all their questions answered.
A lot of agents say that they felt very confident when they started their first day live on the phone with customers because of the amount of training they had received. The nesting period is a real plus – it allows you to work one-on-one with an experienced agent so that you feel confident when you begin taking calls on your own.
For most call types there is a certification bonus, contingent on the contractor attending all of certification and providing service for 2 weeks.
Virtual Receptionist is an unpaid certification class. So an agent would need to complete class and provide service for 1-2 weeks before getting any monies for class.
Support At NexRep:
NexRep communicates with contractors primarily through email and chat, which happens every day. Calls are usually for help sessions with contractors and are done over the internet.
While researching NexRep, I found very few instances of someone complaining of poor support from management or their teammates. The biggest complaint I read was on a post from back in 2013 and it truly sounded like someone who was terminated due to calling in too often, so I didn’t place a lot of merit in it.
Most other instances that I found of agents talking about their experiences with NexRep stated that their teammates and managers were very supportive and that they were frequently offered additional training or advise to help them earn higher commissions or improve their skills.
Educational Qualifications and Skills Needed:
NexRep states that their agents must:
- be legally allowed to work in the United States
- a US resident
- have access to a telephone/cell phone for the interview portion
- have a quiet area in your home in which to work
- be able to pass the background check
- be committed to providing the best customer service
- have product or technical knowledge, depending on the project
NexRep does prefer applicants who have a college degree and who have had previous experience, especially in the sales area.
- A Windows or Mac computer
- A wired, high speed internet connection (not WiFi)
- A printer
- An active email address
- A noise cancelling USB headset for training
You can check here to see the most updated requirements.
Final Opinion on NexRep:
From everything I read in reviews and on forums, most people seemed happy with the application process, the work and the management support. There are very few complaints out there about NexRep. Since they offer decent wages with a very flexible schedule, I would say that it’s definitely worth checking out this virtual call center job from home – especially since there is such a low cost associated with getting started with them.
Verdict: NexRep is a legitimate anywhere anytime job.
Have you worked for NexRep? Or any other virtual call centers? We'd be happy if you shared your experiences. And if you have any questions, feel free to ask those as well!