Meet Working Solutions VP of Remote Agent Education and Hear Feedback from Real Agents

In this video, we sit down with Working Solutions’ Vice President of Education and Development, Tamara Schroer, who created Working Solutions University, an online agent campus. Tamara has been with Working Solutions for over 20 years, has an education degree from the University of Iowa, and strives to build an agent community where the learning style enables agents to connect on a more meaningful and effective level.

How Agents Can Engage with the Working Solutions Community

First, Tamara talks about the community. Every new agent who joins Working Solutions should connect with The Commons. The Commons launched in March 2024 as a communal space where agents (or as Working Solutions calls them, PROs) can socialize, relax, and meet other PROs. It’s a great opportunity to learn more about who Working Solutions is as a company.

PROs can engage as much or as little as they like, but The Commons is where agents are highlighted and celebrated. They recognize anniversaries—some agents have been with Working Solutions for 5, 10, 15, even 20 years!

It’s also a space where events are posted like in-person luncheons and coffee meetups. For example, last summer, Working Solutions visited six cities across the US and hosted meetups for agents, giving them the opportunity to connect in-person. The Commons is also a fantastic learning hub. It offers micro-certifications to help agents develop a variety of skills like empathy or improve their tech-savviness. This is also a place where agents can practice email chats in a simulated environment, which helps them gain confidence before interacting with customers.

Tamara highly encourages every new PRO to join The Commons, connect with fellow agents, and become part of the Working Solutions community.

Memorable Agent Feedback on Virtual Education

One piece of feedback Tamara recently received really stuck with her. An agent shared, “I love the AI and the practice tools, but don’t ever get rid of our trainers and the way we train!” Her response to that agent is— “don’t worry, we won’t! Our trainers and our training approach are key to our success.”

Tamara also shares a recent survey response from an agent:

“I just finished my first education training session, and I could not have been more prepared for it. It was sincerely the best first day I have ever had. I only had tiny butterflies in the minutes leading up to going live, but other than that, I felt extremely comfortable. I have always felt so scared and confused before going live when I’ve started elsewhere, but here at Working Solutions, it was completely different because of my trainers and what they made me feel.”

This kind of feedback speaks volumes about the Working Solutions educators and the way they support their agents.

Tips for New Agents: Succeeding in Remote Customer Service Training

New PROs often feel unsure about what to expect. Here are some key tips Tamara shares for making the most out of training:

• Attend every session and be on time. Every minute counts, and the more engaged you are, the better prepared you’ll be.
• Participate and have fun. The trainers incorporate gamification and interactive activities to make learning enjoyable and effective.
• Ask questions. Chances are, someone else has the same question. Don’t be afraid to speak up—the trainers keep a running list and make sure all questions get answered.
• Use the same setup you’ll work with. Train on the exact computer and equipment you’ll use for your role. This helps you avoid surprises later.
• Know your resources. Learn about your onboarding consultants, educators, and program managers. They’re here to support you throughout your journey.
• Get to know your fellow PROs. You’ll be working with them daily, so connect, collaborate, and support each other.
• Understand what it means to be an independent contractor. This is an important distinction from being an employee. You can find information on The Commons, Working Solutions University, and our website (jobs.workingsolutions.com).

What to Expect in Training for Independent Contractors at Working Solutions

New PROs often ask, What is training like? What’s the interaction like with instructors? Here’s what you can expect:

• The training is virtual and instructor-led by a lead educator.
• There’s a strong emphasis on interaction and hands-on learning through breakout sessions and group work.
• You’ll incorporate gamification and role-playing to make training engaging.
• You will have access to practice tools and AI-driven learning resources, but the trainers are always there to guide and support you.

Compared to other companies, what sets Working Solutions training apart is how well-prepared and supported the agents feel from day one. Many agents say they’ve never felt this confident before starting a new role. That’s what makes Working Solutions special.

Hank, a valued member of the Working Solutions PRO community, shares his experience and keys to success.
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The Future of Remote Agent Education at Working Solutions

As Working Solutions continues to grow, the company is committed to refining and expanding its education programs. With advancements in AI, training tools, and interactive simulations, agents can expect even more personalized learning experiences. The goal is to make training more dynamic, flexible, and tailored to individual learning styles.

Tamara and her team are constantly gathering agent feedback to improve training materials and ensure new PROs have the best possible onboarding experience. Whether it’s through real-time feedback loops, updated micro-certifications, or new gamified learning experiences, Working Solutions remains dedicated to professional development.

For those considering a career with Working Solutions, now is an exciting time to join. The education team is continuously innovating, making it easier than ever for agents to succeed from day one.

Looking Ahead: The Working Solutions Experience with the Best Virtual Customer Service Jobs

Being a PRO at Working Solutions is more than just a contract—it’s an opportunity to grow, connect, and work on exciting client programs while maintaining flexibility. Agents appreciate the balance of independence and support, knowing they have access to ongoing education, real-time resources, and a vibrant community.

As education evolves with new technology and enhanced learning tools, Working Solutions remains committed to delivering top-tier education that prepares agents for success. Whether it’s through interactive simulations, AI-driven practice environments, or peer-to-peer networking in The Commons, there’s always a way to learn, engage, and feel confident in your role.

No matter where you are in your journey, Working Solutions provides the structure, resources, and community to help you thrive in a remote setting—on your terms.