Call Center Agent (REMOTE)
We are seeking dependable and customer-focused Remote Call Center Agents to join our growing team. This full-time, remote position involves handling a variety of inbound and outbound calls to support our customers across several key departments:
- Member Services: Inbound customer support
- Retention: Inbound retention and customer engagement
- Pre-Cancel Services: Outbound re-engagement and light collections
- Third-Party Collections: Available by request only
Schedules & Availability
- Training Schedule: Monday to Friday, 9:00 AM – 6:00 PM CST (First two weeks)
- Post-Training Schedule: Monday to Friday, 10:00 AM – 7:00 PM CST
- Attendance Requirements:
- 100% attendance required during training
- Ongoing attendance must meet a minimum of 93% to qualify for bonuses
Key Responsibilities
- Handle a high volume of inbound and outbound customer calls
- Resolve customer inquiries efficiently and professionally
- Document all call activity accurately using internal systems
- Adhere to all compliance and operational guidelines
- Maintain performance metrics including attendance and key performance indicators (KPIs)
- Fluent in spoken and written English
- Basic computer literacy and ability to navigate multiple applications
- Must pass a background check
- Professional communication skills and customer service aptitude
- 100% attendance required during the first 3 weeks of training
Work Environment
Requirements
- A private, quiet, and secure workspace free from distractions
- No public or shared environments permitted during work hours
Technical Requirements
- Desktop or laptop computer (Windows 10 or 11 only; Mac and Chromebooks not supported)
- Dual Core 2 GHz processor (or better)
- Minimum 4GB RAM
- At least 80GB available hard drive space
- Monitor: 18” or larger, with a resolution of 1920x1080
- Wired keyboard and mouse (wireless peripherals not allowed)
- Wired headset with noise-canceling microphone
- Hard-wired high-speed internet connection (no Wi-Fi or satellite connections):
- Minimum download speed: 20 Mbps
- Minimum upload speed: 10 Mbps
- Firewalled router required (direct modem connections are not permitted)
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