Contact Center Representative - IHA Scheduling Team

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Representative - IHA Scheduling Team based in United States.** This fully remote role supports members by helping them schedule no-cost In-Home Health Assessments through professional and engaging phone interactions. You’ll handle both inbound and outbound calls, understand member needs, answer questions, and guide callers toward appropriate solutions. The position is ideal for an outgoing, service-oriented professional who is comfortable working in a target-driven contact center environment. You’ll use scripts, databases, and call center technology while balancing multiple tasks and maintaining accurate information. Success requires strong communication, empathy, active listening, time management, and the ability to remain composed when handling challenging conversations. You’ll also contribute to team goals, participate in ongoing training, and continuously develop your customer service and scheduling skills. This opportunity offers a flexible remote environment with hourly compensation, paid time off, and health benefits. ### Accountabilities: - Handle inbound and outbound calls with members to schedule appointments for their no-cost In-Home Health Assessments. - Engage callers professionally, identify their needs, answer questions, and provide clear information about the scheduling process and available services. - Use active listening, empathy, and strong communication skills to establish rapport, address concerns, and de-escalate difficult interactions when necessary. - Follow established call scripts, procedures, policies, and guidelines while ensuring conversations remain professional and customer-focused. - Utilize contact center software, databases, scripts, and other tools accurately to document interactions and manage member information. - Work toward meeting or exceeding established contact center performance metrics while maintaining consistent, high-quality service. - Make appropriate recommendations or service suggestions based on member needs and established processes. - Build positive working relationships with members and colleagues through reliability, professionalism, and effective communication. - Participate in training, coaching, team meetings, and other learning opportunities to strengthen knowledge and performance. - Remain available for on-camera meetings when required and maintain consistent engagement in a remote working environment. - Manage multiple tasks simultaneously while speaking with callers and navigating computer systems in a fast-paced environment. - Escalate complex issues appropriately and contribute ideas or solutions that can improve the customer experience and team processes. - Complete additional duties and ad-hoc assignments as directed by the Call Center Supervisor. ### Requirements: - At least 2 years of call center experience in a target-driven environment; outbound sales or similar experience is a plus. - Strong verbal and written communication skills, with clear diction and the ability to professionally articulate call scripts. - Outgoing, personable, and customer-focused approach with the ability to build trust and establish rapport over the phone. - Exceptional customer service, active listening, empathy, diplomacy, and conflict-management skills. - Ability to remain composed, manage personal emotions, and respond professionally to challenging customer interactions. - Strong organizational, time-management, multitasking, problem-solving, and decision-making skills. - Ability to work effectively in a fast-paced environment while simultaneously speaking with customers and navigating multiple systems. - Strong computer skills and proficiency with Microsoft Office applications, including Word, Excel, and Outlook. - Proficiency with data entry and the ability to type at least 40 words per minute; 60 words per minute is preferred. - Ability to collaborate effectively and contribute as a dependable team member. - Demonstrated ability to follow established protocols, procedures, scripts, and guidelines accurately. - Reliable attendance and a strong professional work history; recognition, promotions, or other evidence of performance are beneficial. - Customer service or other directly related experience is preferred. - Honest, dependable, and committed to maintaining professional integrity. - Must be legally authorized to work and perform job responsibilities within the United States. - Must have a Windows 11 Pro laptop or desktop with video-calling capabilities, along with a reliable, high-speed internet connection. - Must be flexible with working hours between 6:00 a.m. and 6:00 p.m. Pacific Time, Monday through Friday, with possible Saturday hours. ### Benefits: - Fully remote work within the United States. - Hourly compensation of **$15–$17 per hour**. - Paid time off (PTO). - Health benefits. - Immediate availability for qualified candidates. - Virtual work environment with remote collaboration and communication tools. - Training and ongoing learning opportunities to support professional development. - Opportunity to develop contact center, customer service, member engagement, and scheduling expertise.