Feature Description
We’re launching a pilot program, Premium Customer Service Program, aimed at boosting the success of high caliber, domestic, Customer Service freelancers who are not yet established on Upwork. These freelancers will have access to all the benefits of Premium Services as well as additional perks exclusively for this pool of Customer Service professionals.
The additional services are catered to the Customer Service domain and include proactive feedback for the freelancer and online events for sharing Upwork best practices.
Like other Premium Services, this program is free and invite only. To be invited to apply for these specific Premium perks, freelancers must be:
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US based
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Have a high potential to be successful within Customer Service
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Cannot have a Job Success Score
To be admitted, freelancers must pass a profile review, a Customer Service skills assessment, and an interview. The rigorous application process ensures freelancers are highly skilled and have past experience successfully interfacing with customers. These freelancers are experienced, high-potential talent and with these services, will have the opportunity to learn best practices for marketing their businesses on Upwork.
For any client’s domestic Customer Service needs, this pool of top talent will be readily accessible.
The Premium Customer Service Program is not:
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Separate from Premium Services, this program is a subset of Premium
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A paid freelancer membership plan
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An external freelancer reputation program like Top Rated or Rising Talent
(While most Premium freelancers are Top Rated or Rising Talent, Upwork work history is not required to be Premium) -
A designation that is badged on Upwork profiles
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An offering for clients like Pro, Team Builder, Enterprise
Program benefits
Dedicated support: Talent Agents help freelancers streamline their job search and increase their chances of winning projects.
Exclusive services: Freelancers are highlighted for job invitations and marketing promotions.
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Invites to exclusive jobs posted by the highest-value clients on Upwork
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Priority shortlisting for projects related to their skill area when they meet the client's criteria (Premium profiles are directly merchandised to clients)
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Prioritized for profile featuring on Upwork marketing pages and emails, seen by 5k+ best clients
Additional Customer Service perks:
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An opportunity to attend a weekly Welcome Webinar to share Upwork best practices
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An optional proactive profile review by their Talent Agent
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Ability to attend Upwork-hosted office hours where their proposals can be reviewed or they can listen to others receive feedback
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1:1 session for sharing interview best practices
Key Messaging
Invitation Email
Frequently Asked Questions
How is this different than Premium Services?
This program is a special set of perks offered to freelancers admitted to Premium through a separate application process. This program operates under the Premium umbrella, but is not available to all Premium talent.
If I’m accepted am I also in Premium?
Yes, those admitted in this program are also admitted into Premium and receive all Premium Services.
How long does the application process take?
We estimate 1 week, but that is dependent on scheduling and response volumes.
If I’m already a Premium Customer Service freelancer can I join?
No, this program is specifically for freelancers that are not yet established on Upwork and have not received additional services in the past.
Do I have to be in Customer Service already to join?
To be admitted, you must demonstrate past experience and a high level of skill building and maintaining excellent relationships with customers. These services are tailored to helping you market and grow your customer service business.
General Premium Services FAQs:
How do I apply to join the Premium program?
We have paused accepting new applications without an invitation to ensure we're able to continue providing quality Premium support to existing members.
In the meanwhile, you can:
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Connect with Upwork's latest news and announcements in our Upwork Community
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Check out freelancer resources in our Hiring Headquarters to help stay on top of business tips and trends
How do I get invited to Upwork’s Premium services perk?
Freelancers are invited to Premium based upon a variety of factors including skills, experience and current client demand. For the best chance of success on Upwork, make sure your profile is 100% complete and work to build your reputation with each Upwork project.
What is the cost to join? Are the Upwork fees different?
There is no cost to participate and the Upwork freelancer service fees remain the same.
What if I’m not actively looking for more clients right now?
Even if you’re not available for work today, consider joining so you have access to a dedicated Talent Agent for assistance and receive priority shortlisting when you are ready.
Can agencies join?
Yes, they can join Premium Services, but cannot join the Premium Customer Service Program. An individual agency owner who is invited can join.
Article created on 6/11/2018 by Andy R.