Bilingual Contact Center Representative – IHA Scheduling Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage both inbound and outbound calls to arrange complimentary In-home Health Assessment appointments.

• Contact members to either answer inquiries or schedule appointments.

• Understand and address customer requirements, grievances, and service-related issues.

• Provide timely and precise responses to callers, outlining potential solutions or alternatives, ensuring customers feel valued.

• Employ active listening techniques, verify or clarify information, and de-escalate situations with upset clients when necessary.

• Foster enduring relationships with both customers and colleagues within the call center team.

• Appropriately leverage software, databases, scripts, and tools.

• Achieve or surpass call center performance metrics while delivering consistent customer service.

• Make product or service recommendations tailored to client needs.

• Engage in training sessions and other educational opportunities.

• Participate in on-camera meetings as required.

• Adhere to company policies and procedures.

• Complete any additional tasks assigned by the Call Center Supervisor.

⛳️ Requirements

• Minimum of 2 years of experience in a call center within a goal-oriented setting.

• Experience in outbound sales is advantageous.

• An outgoing demeanor and a sales-oriented approach.

• Exceptional verbal communication skills with clear articulation.

• Strong time management abilities and capability to multitask in a fast-paced, challenging environment.

• Willingness to learn and grow with a proactive mindset.

• A solid work history, including recognition and promotions when applicable.

• Experience in customer service or a related field is a plus.

• Capacity to collaborate and function as part of a team.

• Proficient in software and data entry, including MS Office.

• Typing speed of 40 WPM; 60 WPM is preferred.

• Strong communication and time management capabilities.

• Ability to empathize with customers and establish rapport through excellent customer diplomacy.

• Skills in problem-solving, creative thinking, multitasking, and escalation.

• Integrity and honesty in all interactions.

• Bilingual proficiency in English and Spanish is mandatory.

• Excellent attendance and work history.

• Capability to articulate customer call scripts professionally.

• Outstanding customer service and active listening abilities.

• Ability to empathize and manage personal emotions effectively.

• Capacity to internalize and adhere to protocols and guidelines.

• Strong written and verbal communication skills, with correct spelling required.

• Strong decision-making abilities.

• Advanced computer skills.

• Familiarity with MS Office applications: Word, Excel, and Outlook.

• Flexibility in scheduling between 6 am PST and 6 pm PST, Monday through Friday, with potential Saturday hours.

• Eligibility to work and fulfill job responsibilities within the United States.

• Must have a Windows 11 Pro laptop or desktop with video calling capabilities.

• High-speed and stable internet connection is required.

🏝️ Benefits

• Compensation ranging from $15 to $17 per hour.

• Paid Time Off (PTO).

• Health benefits.

• Opportunity for remote work.