Inbound/Outbound Call Center Representative

Phil-Am Insurance LLC / Installation Support Division
Full-Time · On-Site

Position Overview

We’re looking for a high-caliber Call Center Representative who can operate as the friendly, competent concierge on the front lines of our customer experience. This role is responsible for managing inbound and outbound calls to confirm customer orders, verify installation dates, collect or update missing information, and seamlessly transfer customers to scheduling support when adjustments are required.

In short: You are the communication hub that keeps our operational train on the tracks — with grace, accuracy, and a healthy sense of humor under pressure.

Key Responsibilities

• Initiate outbound calls to customers to confirm service orders, installation appointments, and any pre-installation requirements.

• Handle inbound customer calls with empathy, professionalism, and a “we’ve-got-your-back” attitude.

• Verify and accurately update customer information within our CRM and scheduling systems.

• Identify when an installation date requires adjustment and execute warm transfers to the scheduling team.

• Document call outcomes, next steps, and customer notes with impeccable attention to detail.

• Serve as a liaison between customers and operations, ensuring expectations are set and met.

• Maintain service-level agreements (SLAs) for call volume, accuracy, and customer satisfaction.

• Participate in ongoing training to remain aligned with process updates, product knowledge, and quality standards.

• Collaborate cross-functionally with operations, scheduling, and customer care to ensure friction-free service delivery.

• Escalate unusual customer issues to leadership when needed — before they turn into operational fires.

Qualifications

• Prior experience in a call center, customer service, confirmation, or dispatch environment preferred.

• Strong communication skills — clear, concise, personable, and effective.

• Ability to navigate CRM systems and scheduling platforms with confidence.

• High attention to detail, especially when updating or verifying customer data.

• Comfortable managing both inbound and outbound calls in a fast-paced environment.

• Problem-solving mindset with the ability to pivot and adapt as schedules evolve.

• Bilingual English/Spanish.

• A calm demeanor — even when customers are… less calm.

Success Metrics

• Confirmation rate accuracy

• Data integrity/completeness

• Transfer efficiency

• Customer satisfaction feedback

• Call handling speed & quality

• Alignment to process and compliance standards

What We Offer

• Competitive hourly compensation

• Performance incentives

• Growth opportunities within a rapidly expanding service organization

• Supportive leadership that values transparency, teamwork, and work-life harmony