Contact Center Representative – IHA Scheduling Team

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

📋 Description

• Handling incoming and outgoing calls to schedule appointments for complimentary In-home Health Assessments.

• Understanding and resolving customer inquiries, concerns, or service-related issues.

• Providing prompt and precise responses to callers, outlining potential solutions or rebuttals, and ensuring customers feel appreciated and supported.

• Practicing active listening with callers, confirming or clarifying details, and calming upset clients when necessary.

• Cultivating enduring relationships with customers and fellow call center team members founded on trust and dependability.

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

• Aiming to meet or surpass call center metrics while delivering outstanding and consistent customer service.

• Making sales or suggestions for products or services that better meet client needs.

• Participating in training and other educational opportunities to enhance knowledge of the company and role.

• Being available for meetings on camera as required.

• Complying with all company policies and procedures.

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

⛳️ Requirements

• A minimum of 2 years of call center experience in a target-driven environment.

• Experience in an outbound sales process is an advantage.

• Outgoing and personable demeanor on the phone, with excellent communication skills and clear articulation.

• Strong time management skills, ability to multitask, and thrive in a challenging environment.

• Eager to learn and grow with a proactive attitude.

• A solid work history, including any recognitions and promotions.

• Ability to excel in a fast-paced, dynamic setting while managing multiple tasks on the system and engaging with the customer on the phone.

• Customer service experience or other relevant experience is a plus.

• Capacity to collaborate and work effectively as a team player.

• Proficiency in various software and data entry, including MS Office.

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

• Exceptional ability to show customer empathy and establish connections, along with strong customer diplomacy skills.

• Problem-solving skills, with the capability to multitask, think creatively, and escalate issues and ideas for resolution.

• Excellent attendance and work records.

• Ability to professionally articulate customer call scripts.

• Outstanding customer service and active listening abilities.

• Capacity to empathize and manage personal emotions effectively.

• Ability to function as an effective team member.

• Ability to internalize and adhere to protocols and guidelines.

• Demonstrating excellent oral and written communication skills; correct spelling is essential.

• Strong decision-making abilities and time management skills.

• Robust computer skills are required.

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

• Flexibility with scheduling (between 6 am PST - 6 pm PST Monday through Friday, with potential Saturday hours) and adaptability to change.

🏝️ Benefits

• PTO & Health Benefits