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.

• Make or receive calls to members for scheduling no-cost In-home Health Assessments.

• Understand and address customer requirements, complaints, and service challenges.

• Respond promptly and accurately to callers, providing explanations for solutions or rebuttals, ensuring customers feel appreciated and supported.

• Actively engage with callers, confirm or clarify details, and de-escalate situations with upset clients as necessary.

• Foster long-term relationships with customers and colleagues within the call center.

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

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

• Suggest or sell products or services tailored to client needs.

• Take part in training and development opportunities.

• Attend meetings via camera when required.

• Comply with company policies and procedures.

• Carry out additional tasks assigned by the Call Center Supervisor.

⛳️ Requirements

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

• Possess a Windows 11 Pro laptop or desktop with video-calling capability.

• Have a high-speed and reliable internet connection.

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

• Experience with outbound sales processes is advantageous.

• Possess an outgoing and friendly demeanor on the phone.

• Exhibit excellent communication skills with clear articulation.

• Demonstrate good time management and the capability to multitask in a demanding environment.

• Willingness to learn and develop with a proactive attitude.

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

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

• Capability to collaborate effectively and be a team player.

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

• Typing speed of 40 WPM; 60 WPM preferred.

• Strong communication and time management skills.

• Possess customer empathy, relationship-building, and diplomacy abilities.

• Problem-solving, creative thinking, multitasking, and issue escalation skills.

• High standards of honesty and integrity.

• Proven excellent attendance and work history.

• Ability to clearly articulate customer call scripts professionally.

• Exceptional customer service and active listening capabilities.

• Skill to empathize and manage personal emotions effectively.

• Capability to function as an effective team member.

• Ability to internalize and adhere to protocols/guidelines.

• Excellent oral and written communication skills; accurate spelling is essential.

• Strong decision-making capabilities.

• Solid computer skills.

• Working knowledge of 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.

• Adaptability to change.

🏝️ Benefits

• Paid Time Off (PTO)

• Health Benefits

• Immediate availability