Contact Center Representative – IHA Scheduling Team

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

📋 Description

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

• Handle member calls to schedule appointments, either by answering or making calls.

• Understand and address customer needs, concerns, and service-related issues.

• Respond promptly and accurately to callers, providing explanations or solutions, ensuring customers feel valued.

• Employ active listening skills, confirm or clarify details, and de-escalate situations with upset clients as necessary.

• Foster enduring relationships with customers and colleagues in the call center.

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

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

• Make sales or suggest products or services tailored to client needs.

• Engage in training and development opportunities.

• Join meetings on camera when required.

• Follow company policies and procedures diligently.

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

⛳️ Requirements

• Must be eligible to work and fulfill job responsibilities within the United States.

• Required to have a Windows 11 Pro laptop or desktop equipped with video-calling features.

• Must possess a high-speed, reliable internet connection.

• Bilingual proficiency in English and Spanish is essential.

• At least 2 years of call center experience in a performance-driven environment.

• Experience in outbound sales is advantageous.

• An outgoing personality and a sales-oriented approach are preferred.

• Excellent communication skills with clear enunciation are necessary.

• Strong time management and multitasking capabilities are essential.

• Ability to thrive in a fast-paced, dynamic environment.

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

• Ability to collaborate effectively and be a team player.

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

• Must be able to type at least 40 WPM; 60 WPM is preferred.

• Strong skills in customer empathy, relationship-building, and diplomacy.

• Capable of problem-solving, creative thinking, and escalating issues when necessary.

• Demonstrates honesty and integrity.

• Excellent attendance and work history are required.

• Ability to clearly articulate customer call scripts in a professional manner.

• Exceptional customer service and active listening capabilities are crucial.

• Able to empathize and manage personal emotions effectively.

• Proficient in internalizing and adhering to protocols and guidelines.

• Strong oral and written communication skills; correct spelling is a must.

• Strong decision-making abilities are essential.

• Solid computer skills are needed.

• Familiarity with Microsoft Word, Excel, and Outlook is required.

• Flexibility to work between 6 a.m. and 6 p.m. PST, Monday through Friday, with the possibility of Saturday hours.

🏝️ Benefits

• $15–17/hour

• PTO

• Health Benefits