Program Overview
- Client: WEC Energy Group
- Type: Inbound Customer Care (Bilingual Spanish)
- Revenue:
- Certification Phase: $7.64/hr ($3.82 per interval)
- Production Phase: $17.00/hr ($8.50 per interval)
- Certification Incentive: $250 after servicing 20 hours (40 intervals) during Phase II
- Additional Incentives:
- +$1.81/hr when servicing 12+ hours/week during Certification SOW
- +$100 when accepting and servicing the first Production SOW
Certification Details
- Phase I (Instructor-Led & Self-Study):
- Dates: Nov 12 – Dec 9, 2025
- Schedule: Mon–Fri, 9:00 a.m. – 3:00 p.m. ET
- No Class: Nov 27–28
- Focus: System navigation, customer service quality, and policy knowledge
- Attendance: 100% attendance highly encouraged
- Phase II (Certification Call-Taking):
- Dates: Dec 10 – Dec 23, 2025
- Blended Apply: Class + Live Call-Taking
- Service Requirement: 10 hours/week minimum (20 intervals)
Program Requirements
- Language: Must be bilingual (English/Spanish)
- System Requirements:
- Windows 11 (fully updated)
- Dual monitors
- 8 GB RAM minimum
- USB VoIP headset
- Environment: Quiet, professional workspace
Service Hours
- Available Intervals:
- Mon–Fri: 24 hours a day
- Sat: 8:00 a.m. – 4:00 p.m. ET
- Required: 4 hours (8 intervals) on Mondays
Background & Security Requirements
- Background check (via Experian) and Photo ID verification required
- Random background checks may occur throughout servicing
- Must pass the Arise system scan and daily facial authentication to enter class
Performance Metrics
- Commitment Adherence: > 90%
- Quality Assurance: > 86%
- Customer Satisfaction (CSAT): > 8.10
- First Call Resolution (FCR): > 83.6%
Additional Notes
- Class Confirmation Deposit: $50 (non-refundable)
- Platform Usage Fee: 5% per invoice (excluding incentives/referrals)
- Certification Service Revenue: Paid within the same cycle it’s earned (not eligible for DailyPay)
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