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Four call center employees taking calls and happy to be working

Call Center Agent (CCA)

Location: Ansafone Sites (REMOTE)

Reports To: General Manager

Non-Exempt/Hourly Rate: Commensurate with Ability

Hours/shifts: To Be Determined - Call Center Open 24/7/365

Position Summary:

Answers inbound telephone calls from clients, patients, and customers using the call center telephony software. Speaks in a friendly, courteous and professional manner. Also dispatches out-bound calls as needed while following customized account instructions.

Job Duties / Responsibilities / Essential Functions:

Must be able to communicate in a professional, positive and courteous manner with all clients, callers, visitors, and staff; both external and internal.
Be able to meet the physical demands of the job within the described work environment.

Serve as Ansafone Contact Centers professional representative and be able to provide customized service for our clients, our clients’ patients, and our clients’ customers.

Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in carrying out customer support functions.

Maintain the utmost confidentiality and security as it pertains to clients and Ansafone Contact Centers Services as covered under the Electronic Communications Privacy Act and in accordance with the policies and procedures of The Ansafone Contact Centers Services. Complete the HIPAA certification and annual recertification.

Take incoming calls while following the Ansafone Excellence call-handling guidelines. Dispatch calls as needed per client account instructions.
Meet the minimum “quality standard” of 80% or above per call-monitoring evaluation, and meet “in-rotation” time requirements of 93% per the Call Center Performance Standards by being available at your station and in rotation.

Maintain regular attendance – show your responsibility and initiative.

Required to work on weekends and holidays, and be available for extra shifts as needed; including adverse weather conditions, as the Call Center is open 24/7/365.
Multi-task; be able to change from one task to another without loss of efficiency or composure.
Complete all training sessions as provided.
Attend all mandatory Agent meetings.
Perform other duties as assigned.

Required Knowledge / Skills / Abilities / Qualifications:

  • Type at a minimum 25-30 words per minute
  • Excellent sense of accuracy
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Client Testimonials

Home Health Care Company:
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“Ansafone always goes above and beyond! They are always professional and ensure all messages are properly handled. If I have any questions or concerns, I can always count on my representative Dave! Thank you for your excellent service.”
Donation Information Hotline:
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“I am highly impressed with the exceptional level of customer service, reporting and professionalism with Ansafone.  I have worked with them for many years and found them to be action oriented and focused on quality performance.”
TAS and Call Center Support:
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"We appreciate all you have done for us in the past and wish you all the best.  Please extend my thanks to Laural and everyone at Ansafone."
Energy & Utilities:
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"I would like to express gratitude on behalf of Marion County Solid Waste for the prompt and satisfactory service you have provided to us."
Healthcare /Orthopedics:
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"Honestly, everything has been wonderful... What is most impressive to my providers and myself is the knowledge that the agents answering the phones have... It makes our jobs so much easier."