Call Center Agent (REMOTE)

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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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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...