Customer Care Specialist Overnight

ABOUT ANSERVE

The Customer Care Specialist serves as the first point of contact for our clients, providing exceptional service and support across various touchpoints. The person in this role holds a wide range of responsibilities, including but not limited to managing client inquiries, scheduling appointments, and assisting with various script-related tasks. The Customer Care Specialist is expected to handle each interaction with care, professionalism, and a strong attention to detail.

This position is fully remote.

• Base compensation range: $16.00 per hour.
• 401(k) with up to 4% employer match
• Health premium covered generously
• Dental, vision, accident, critical illness
• Generous PTO package
• Tuition reimbursement
• Referral bonus
• Professional training environment
• Work with an award-winning team
• Flexible working conditions
• A family-owned company
• Advancement opportunities
• Manager development programs
• Monthly rewards / incentives
• Biannual industry rewards

Must have your own PC/laptop (Windows 10 or 11) with at least 8 GB of RAM. Chrome books and Mac PCs are not accepted. Include a wired USB headset, webcam, and high-speed internet access.

As a Customer Care Specialist, you will be the first point of contact for callers, providing exceptional customer service and ensuring a positive and professional experience.

You will utilize either the Pinnacle or Amtelco platform to support our clients by answering calls, addressing questions and complaints, and appropriately directing inquiries.

• Answer Calls:
  • Communicate clearly and precisely, ensuring that clients fully understand the information provided.
  • Utilize the Pinnacle/Amtelco platform effectively to manage incoming calls and ensure accurate, efficient handling of all inquiries.
  • Provide comprehensive support to callers by understanding their needs, answering questions, and providing accurate information.
  • Direct callers' questions and complaints to the appropriate department or individual, ensuring swift resolution and overall customer satisfaction.
• Appointment Setting:
  • Ensure full understanding of all customer accounts prior to taking calls; raise concerns before the calls go live.
  • Schedule consultations between callers and clients, ensuring that the appointment is set with the appropriate person, for the reason indicated, and for the appropriate amount of time.
  • Maintain proper procedures for every account, ensuring timely and accurate dispatch of appointment bookings.
  • Consistently deliver a great customer experience while efficiently processing all appointments.
• Customer Service:
  • Maintain high standards of customer service, promoting a positive and professional experience.
  • Discern situations quickly, demonstrating empathy and problem‑solving skills to address caller needs.
• Quality Assurance:
  • Abide by Anserve’s Quality Assurance policy, ensuring interactions meet company standards for quality and professionalism.
  • Actively seek feedback and engage in continuous self‑improvement to enhance service quality.
• Performs other duties as assigned:
  Flexibility to take on additional responsibilities as needed to support the team and contribute to the overall success of the Customer Contact Center.

This full-time role requires a commitment of 40 hours per week, working overnight between 11:00 PM and 7:00 AM EST. Availability on weekends, both Saturday and Sunday, is required.

• Adhere to Anserve’s core values.
• Proven work experience as an appointment setter, call center, or similar role.
• Excellent communication skills, including active listening.
• Service-oriented and able to discern caller reasons.
• Proficient with Amtelco platform, or ability to learn efficiently.
• Optimistic and creative in "getting the job done" when times are difficult.
• Remote-work discipline: demonstrated ability to work effectively in a remote environment with high dependability.
• Continuous learning enthusiasm and drive towards self‑improvement.
• Technical proficiency: familiarity with contact center software and Microsoft Office suite is a plus.
• Bilingual preferred.

• High school diploma or GED (required).
• Prior call‑center experience preferred but not required.

• None

• This position does not require traveling.

• Regularly required to sit, talk, use repetitive motion, type, and hear.
• Regularly required to actively listen and use extensive verbal communication with callers.
• Regularly read fine print on colored screens.

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis.