Customer Service Agent (US Healthcare - After Hours) - EST Hrs
WFA Digital Insight
The demand for skilled customer service agents in the healthcare sector has seen significant growth, with a notable increase in after-hours support roles. As the remote job market continues to evolve, companies like ISTA Personnel Solutions are looking for talented individuals who can provide exceptional service with precision and efficiency. With the rise of remote work, the ability to work independently and manage multiple tasks effectively is crucial. Candidates should be prepared to demonstrate their excellent communication skills, strong multitasking abilities, and experience in handling customer queries. Before applying, it's essential to ensure you have a reliable internet connection and a quiet, dedicated workspace.
Job Description
About the Role
The Customer Service Agent position at ISTA Personnel Solutions is an exciting opportunity to join a dynamic and fast-growing BPO company. As a dedicated extension of their clients' teams, you will be responsible for delivering high-quality service with precision, efficiency, and a personal touch. The role is ideal for someone who thrives in a fast-paced environment, enjoys helping people, and can confidently manage multiple tasks while providing exceptional customer service.In this role, you will be working as part of the After Hours Support Team, providing customer service to clients and caregivers during non-business hours. Your primary goal will be to resolve client and caregiver queries within the scope of after-hours support, ensuring that all interactions are handled professionally and efficiently.
What You Will Do
- Answer incoming after-hours calls professionally and efficiently
- Resolve client and caregiver queries within the scope of after-hours support
- Respond promptly to messages received through the company's texting platform
- Notify clients of caregiver call-outs and coordinate replacement caregivers when required
- Confirm caregiver schedules 1–2 hours before the start of each shift
- Conduct initial intake calls for prospective clients interested in services
- Accurately document all interactions and update caregiver schedules within the system
- Assist with administrative projects and other after-hours support tasks as needed
- Collaborate with the team to achieve service level agreements and key performance indicators
- Participate in training and development programs to continuously improve skills and knowledge
What We Are Looking For
- Fluent in English with clear, professional communication skills
- Excellent customer service experience
- Strong multitasking and organisational skills
- Comfortable working independently with minimal supervision
- Intelligent, resourceful, and able to solve problems effectively
- Compassionate, dependable, and highly responsible
- Ambitious with a strong work ethic
- Flexible and adaptable to changing schedules and operational requirements
- Excellent computer and telephone skills
- Proficient in Excel and other Microsoft Office applications
- Ability to work in a remote environment with minimal supervision
Nice to Have
- Previous staffing, scheduling, or healthcare industry experience
- Experience working in a BPO or call center environment
- Knowledge of customer relationship management (CRM) software
- Certification in customer service or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and fast-growing BPO company
- Remote work arrangement with flexible scheduling
- Professional development and training programs
- Access to cutting-edge technology and tools
- Collaborative and supportive team environment
- Recognition and reward programs for outstanding performance
How to Stand Out
- Ensure you have a reliable internet connection with a minimum speed of 25 Mbps (upload and download) and a fixed fibre line with wired Ethernet capability.
- Highlight your excellent communication skills, strong multitasking abilities, and experience in handling customer queries in your application.
- Be prepared to demonstrate your ability to work independently and manage multiple tasks effectively during the interview process.
- Familiarize yourself with the company's values and mission to show your enthusiasm and interest in the role.
- Prepare examples of times when you had to resolve complex customer queries or handle difficult situations, and be ready to explain your approach and outcome.
- Make sure you have a quiet, dedicated workspace that is free from distractions and interruptions.
- Research the company's products and services to understand their business and be prepared to ask informed questions during the interview.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.