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 1920×1080
• 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)