eBay Beefing Up Customer Service with About 300 Work at Home Agents

eBay announced today they’re launching eBay@Home, the company’s first formal work from home program within the Global Customer Experience organization.

The program will create close to 300 remote, full-time customer service positions globally, including 120 positions in the U.S., by the end of 2018.

After the successful launch of eBay@Home in Ireland in 2017, along with a work-from-home program in the StubHub business unit, eBay is now bringing eBay@Home to the U.S.

The company said it will immediately hire over 40 new eBay@Home roles in Akron, OH.

eBay also is inviting 80 existing customer service employees based in its Salt Lake City, UT, and Austin, TX, facilities to join the eBay@Home program in their home states.

“eBay@Home will allow us to get closer to our customers in the communities in which they live and work to better serve their needs. The caliber of applicants in the Akron area has exceeded our expectations, and we’re thrilled to officially welcome our first new hires into the eBay family.”

Paul Gazeley, Head of North America Customer Service Operations at eBay

All eBay@Home employees will receive locally competitive pay and full-time benefits and will be fully integrated into the eBay community.

Besides receiving the technology necessary for their jobs, eBay@Home teammates will receive five weeks’ paid virtual classroom and on-the-job training.

This announcement builds upon eBay’s recent investment in the Akron community through its Retail Revival program, which helps bring traditional brick and mortar main street businesses online and to new customers around the world.

To date, the over 100 small businesses in the program have sold to all 50 states and 60 countries.

eBay plans to expand eBay@Home to more cities in 2019 and invest in new efforts to continue improving its customer service experience for both buyers and sellers.

Creative Solution for Customer Service?

While eBay recently reduced its global staff by about 10 percent, it seems they are looking at creative ways to improve customer service by using home-based personnel.

READ MORE: Layoff News Continue to Plague eBay

The idea is not new and Jetblue has successfully integrated office staff with home-base customer service and reservation agents since 1999. The airline even made a video highlighting the benefits of working from home.

Let’s hope eBay can copy the success of Jetblue with this model as most buyers and sellers will acknowledge that eBay customer support needs all the help it can get.

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