Call Center Representative (Inbound/Outbound)

Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary:

As a Call Center Representative, you will be a versatile member of our customer support team, handling both inbound and outbound calls to serve our diverse client base. Your role will be essential in supporting various business functions, from sales and customer service to care coordination and benefit navigation. You will be the voice of The Helper Bees, ensuring our clients receive exceptional support while adapting to different team needs as our business grows.

Supervisory Responsibilities:

• None
  
  

Duties/Responsibilities:

• Handle a high volume of both inbound and outbound calls with a professional and empathetic demeanor
• Assist clients with platform navigation, benefit explanations, and service recommendations
• Conduct outreach calls for sales opportunities, follow-ups, and customer satisfaction checks
• Document all customer interactions accurately in our CRM system
• Support multiple departments based on business needs and priorities
• Troubleshoot basic customer issues and escalate complex matters appropriately
• Maintain up-to-date knowledge of our products, services, and internal processes
• Participate in team meetings and training sessions to enhance skills and knowledge
• Other duties as assigned/necessary

Performance Metrics: 

• Call Quality Score
• Call Volume
• Response Time
• Customer Satisfaction
• Documentation Accuracy
• Schedule Adherence

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Strong ability to adapt communication style for different audiences
• Proficiency in multi-tasking and managing multiple platforms
• Demonstrated empathy and patience when working with senior adults
• Ability to thrive in a fast-paced environment
• Professional phone presence and customer service orientation
• Strong problem-solving and decision-making abilities
• Comfort with technology and ability to learn new systems quickly
• Must be 18 years of age or older

Education and Experience:

• High school diploma or equivalent preferred
• 1+ year of call center experience preferred
• Experience in healthcare, senior care, or related industry is a plus
• Prior experience with CRM systems and digital platforms preferred
• Experience in the healthcare industry is a plus!

Physical Requirements:

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen.  The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations. 

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.