Are you a customer service superstar who thrives on helping others and excels at connecting with people? Do you have a knack for smooth, professional conversations that leave a positive impact? If so, we want to meet you!As an Inbound and Outbound Call Center Agent, you’ll be the friendly voice connecting with customers and managing interactions. Working Eastern Time hours, you’ll deliver top-notch services that make a real difference. As you excel in outbound calls, you’ll start managing inbound calls and handling data entry. All of this while working remotely!Ready to be the customers’ favorite agent? Apply today!How You Spend Your Eight HoursMaster the client’s business systems, technology, workflow, and standard operating proceduresProvide first-level customer support through inbound/outbound calls, connecting with potential customers who have expressed interest in the client’s painting servicesAssess customer needs during each call, offering detailed information about services available in their region and scheduling free estimate appointments to convert inquiries into booked appointmentsRecord and manage customer interactions accurately using Salesforce and, when necessary, Hatch, ensuring every call is dispositioned and all follow-up actions are appropriately taskedExecute data entry tasks, such as creating leads on Salesforce from email or other channels, updating cadence steps, and handling related responsibilitiesAddress common customer issues and complaints, creating cases when needed and escalating complex inquiries to management as requiredUse rebuttal scripts and strategies to overcome objections, answer frequently asked questions, and increase booked estimate appointmentsMaintain a positive, empathetic, and professional demeanor in all interactions with customers or field representatives while upholding the client’s brand voice and valuesCollaborate closely with the onshore team to share best practices and use data-driven insights to enhance service deliveryTake on additional responsibilities as you master inbound/outbound calling and data entry tasksWhat You Must PossessProven experience in sales and customer service, ideally in a call center setting, with a strong customer-centric and empathetic approachAdaptability and professionalism in interacting with a variety of customer personalitiesNear-native English proficiency with outstanding verbal and written communication skills.Strong multitasking, detail orientation, time management, and problem-solving skillsStrong negotiation, persuasion, and closing skills.One to three years of customer service experienceProficiency in Salesforce or similar CRM systemsExperience in the home services industry (preferred)Ability to work Eastern Time Zone hoursWhat You Shall ReceiveHMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous serviceVL/SL credits upon regularizationFriendly and supportive work culture13th-month pay and other Philippine-government-mandated benefitsNon-taxable allowancesPay increases, performance bonuses, birthday gifts, and many moreWhat You Should ConsiderFull-time positionMonday to Friday, night shiftHybrid work setup with on-site trainingWhy Join Our CompanyYou look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.
