Contact Center Representative – IHA Scheduling Team

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

📋 Description

• Manage incoming and outgoing calls to arrange health assessment appointments.

• Place or receive calls to members for scheduling complimentary in-home health assessments.

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

• Respond promptly and accurately to callers, providing potential solutions or rebuttals while ensuring customers feel valued and supported.

• Actively listen, confirm or clarify details, and de-escalate situations with upset clients when necessary.

• Cultivate enduring relationships with customers as well as with fellow call center team members.

• Effectively use software, databases, scripts, and tools as required.

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

• Make recommendations or sales for products or services that align with client needs.

• Engage in training and developmental opportunities.

• Attend meetings via video call as necessary.

• Comply with company policies and procedures.

• Execute additional tasks assigned by the Call Center Supervisor.

⛳️ Requirements

• Candidates must be authorized to work and fulfill their job responsibilities within the United States.

• Must possess a Windows laptop or desktop with capabilities for video calling.

• Must have a reliable high-speed internet connection.

• Minimum of 2 years of experience in a call center within a performance-driven environment.

• Outgoing and friendly demeanor on the phone.

• Exceptional communication skills with clear articulation.

• Strong time management abilities and capacity to multitask in a demanding environment.

• Experience in an outbound sales role is an advantage.

• Solid employment history, including any recognitions and promotions.

• Ability to excel in a fast-paced, dynamic environment while managing multiple tasks on the system and communicating with customers via phone.

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

• Capability to work collaboratively and be a supportive team member.

• Proficient in various software applications and data entry, particularly MS Office.

• Typing speed of 40 WPM; 60 WPM preferred.

• Strong communication and time management skills.

• Skills in customer empathy, relationship-building, and customer diplomacy.

• Competence in problem-solving, creative thinking, multitasking, and escalating issues when necessary.

• Demonstrated honesty and integrity.

• Excellent attendance and work history.

• Ability to professionally articulate customer call scripts.

• Outstanding customer service and active listening abilities.

• Capacity to empathize and regulate personal emotions.

• Ability to function effectively as a team member.

• Capability to internalize and adhere to protocols and guidelines.

• Exceptional oral and written communication skills; correct spelling is mandatory.

• Strong decision-making capabilities.

• Proficient computer skills.

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

• Flexible availability between 6 am PST and 6 pm PST Monday through Friday, with potential Saturday hours.

🏝️ Benefits

• Paid Time Off (PTO)

• Health benefits