Call Center Coordinator

$3,557 - $4,962 USD per month

Phone calls and emails are how this call center role connects customers with the right assistance and keeps callbacks organized. The coordinator works within the customer service team under a call center team lead, organizing queues, appointments, and handoffs so customer requests keep moving. Working with customers, representatives, and scheduling contacts, this role helps prevent missed connections and makes each next step clear.

This fully remote position lets you work from home in Utah, United States, performing desk-based coordination through shared systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming call queues, voicemail messages, and customer emails to identify callback requests, appointment needs, unanswered questions, and items requiring prompt attention.
• Coordinate queue coverage using a contact-center phone system such as Ring Central, checking representative availability and alerting the team lead when waiting calls build up.
• Confirm customer contact information, the reason for each request, and relevant service details before arranging the appropriate next step or representative handoff.
• Update customer interactions in a CRM such as Salesforce, keeping concise notes about questions, previous contact attempts, assigned representatives, and outstanding actions.
• Organize appointments and callbacks through a scheduling and calendar tool such as Microsoft Outlook, checking availability and avoiding overlapping commitments before confirming arrangements.
• Send clear appointment confirmations and reminders, explaining the purpose of the conversation and how customers can request a change to an existing appointment.
• Follow up on missed connections and unresolved requests, recording each attempt and keeping the assigned representative informed of changes or customer responses.
• Escalate repeated missed callbacks, unavailable appointment options, and unresolved customer concerns to the call center team lead with relevant context and completed steps.
• Review queue status and appointment changes during handoffs, highlighting pending items, ownership, and next actions so another coordinator can continue the work.
• Maintain quality through accurate entries, timely routing, complete interaction notes, and consistent follow-up; review feedback with the team lead and correct identified gaps.

• High school diploma or equivalent.
• About 1-2 years of call center, customer service coordination, or appointment scheduling experience preferred.
• Understanding of call queues, callback tracking, representative availability, and orderly handoffs between customer service contacts.
• Familiarity with contact-center phone systems, customer relationship tools, and shared calendars used to organize customer requests.
• Clear spoken and written communication, including the ability to confirm details, explain next steps, and write useful interaction notes.
• Ability to prioritize waiting requests, recognize scheduling conflicts, and bring unresolved issues to the appropriate team lead.
• Comfortable reviewing queue activity and appointment status, identifying discrepancies, and checking entries before sharing updates.
• A reliable computer, high-speed internet, and a quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote, desk-based work from home in Utah, with customer coordination handled through phone, email, and shared systems.
• Structured onboarding and training on the named systems, queue procedures, appointment coordination, and escalation expectations.
• Regular check-ins with the team lead to review priorities, discuss questions, and receive practical feedback.
• Opportunities to build queue management, calendar coordination, customer communication, and accurate interaction tracking skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.