Remote Telephone Service Representative $21.65/hr Must reside in TN
Job description

Telephone Service Representative (TSR) Work-from-home positions

(For more information, also see www.centratel.com/jobs)

We are hiring in Tennessee! Candidate must reside in Tennessee.

$21.65/hr. full-time, 40 hours a week (and with a premium pay program enabling you to earn up to $30.35/hr.) Full health insurance and IRA.

We are looking for experienced call center/answering service agents (sometimes called Telephone Service Representatives or TSRs) who want to work from home for a great company and who will stay with us long-term.

Who are we? We are, statistically, the highest quality telephone answering service in America. We’ve been in business for 37 years under a single owner and our headquarters are in Bend, Oregon.

This is not a sales position, our TSRs process incoming calls only.

Candidates for these positions must reside in Tennessee. We are hiring individuals who are customer-centric and detail-oriented; with solid typing skills and who are strong linguistically (verbal and written). An empathetic yet confident comportment is also an essential attribute.

Our training is thorough and the “people” skills that you’ll learn will prove valuable for the rest of your lifetime.

Age is no barrier. Full paid training is provided.

Because of the nature of our 24/7/365 business, with heavy call traffic on weekends, expect to work both Saturdays and Sundays, along with three sequential days during the week.

Job Description:

You will be processing incoming calls for various businesses that are located throughout the United States. The TSR’s task is to take messages accurately and efficiently, and then deliver that information to our clients per their individual message-relay protocols. The Centratel TSR utilizes a specialized telephone system specifically designed for answering services.

The clients we serve include service businesses (whose personnel are in the field and away from their business phones); medical and veterinary offices that receive emergency patient calls during and after normal business hours, property management companies, heating and air conditioning firms, funeral homes, hi-tech operations, etc.

Job Requirements:

· Experienced call-center/answering service agents only

· Per our typing test, type a minimum of 40 WPM

· Absolutely drug-free. An initial monitored professional drug screening and subsequent intensive random/unannounced tightly-monitored drug tests will be conducted

· Understand basic internet navigation; messaging tools

· Excellent oral and written communication skills

· Adept at actively listening; can communicate efficiently

· Empathetic and personable, yet professional demeanor

· Reliable, dependable and customer-centric. Focused

· Disciplined and resourceful, personable

· Receptive to coaching feedback through regular one-on-one online meetings with supervisors and quality specialists

· Able to train remotely via self-guided classroom programs

· Can troubleshoot very basic internet connection challenges guided by our experienced and always-available tech team

· Attend paid (virtual) monthly meetings

Physical Requirements:

· Must have a secured separate workspace free of distractions and extraneous noise, for HIPAA compliance requirements

· Up-to-date computer with Windows 10 or higher operating system (Mac is not supported) with 20 GB of hard space available, dual monitors or an ultra-wide monitor, standard Keyboard, and webcam with microphone

· Provide a reliable high-speed (minimum 50mbps) broadband internet connection. No satellite connections

· Reliable landline or Voice-over-Internet Protocol (VoIP) service. Must have a mobile phone with unlimited minutes for a backup source

Wages and Benefits:

Starting wage is $21.65 per hour with quick escalation, keyed to performance, to $21.65-$30.35 per hour. To meet the highest performance criteria typically takes 30-60 days. (Most of our trained TSRs earn at the $28.15-$30.35 per hour level)

· Full time: 40 hours per week

· Overtime available at 1 1/2 times hourly wage

· Retirement plan with a 3% match, after 90 days

· Fully paid health insurance, after 90 days. (Note: If you choose not to use our group health insurance, we will add $200 per month to your compensation)

· Set schedules (per seniority-based bidding process)

Job Type: Full-time

Pay: From $21.65 per hour

Benefits:

  • 401(k) matching
  • Health insurance
  • Paid time off
  • Paid training
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Evening shift
  • Holidays
  • Weekend availability

Supplemental Pay:

  • Bonus pay

Application Question(s):

  • Do you have remote call center/answering service experience? If yes, how long?
  • Please list the required equipment and internet download speed you currently have for this position.
  • Do you reside in Tennessee?

Education:

  • High school or equivalent (Required)

Experience:

  • high volume call center/answering service: 2 years (Required)

Shift availability:

  • Day Shift (Required)
  • Night Shift (Required)
  • Overnight Shift (Required)

Work Location: Multiple Locations

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Company details

Headquarters

Bend

Employee

11 to 50

Revenue

$1M to $5M (USD)

Industry

Telecommunications

Company Description
Centratel is one of just a handful of thriving answering services (and we pride ourselves in being “the highest quality answering service in America”). For 37 years we’ve been delivering superb quality call-capture and message dispatch for select professions and businesses across the nation. We only take inbound calls. Our staff is absolutely drug-free, long-term, professional, individuals who are highly compensated. We are growing and we provide advancement opportunities for career-minded individuals. If you have excellent customer service skills and like a fast-paced environment. I encourage you to apply today! Centratel is an Equal Opportunity Employer.
Company ratings
  • Overall
    3.7
  • Company & Benefits
    4.0 / 5
  • Culture & Values
    3.7 / 5
  • Career Opportunities
    3.7 / 5
  • Work/Life Balance
    3.5 / 5
  • Senior Management
    3.7 / 5
Company reviews
"Best Company I have ever worked for "
Current EmployeeTechnical Support Representative
I started with Centratel a few months ago, and the job has been life-changing. Great learning experience, and great pay. Everyone operates in professionalism and the work environment is very soothing. The hardest part of the job was getting used to the hours, but everything after that has been smooth sailing. Centratel is a wonderful company with great staff and even greater pay.

"Great Career"
Current EmployeeTelephone Representative
Out of every career I have every had from banking to Tech support this is by far the best career I have ever had! For the first time I feel like I have found the perfect career that allows me to have the home/work life balance and job security I have desired since my first daughter was born 12 years ago. Like any job it takes hard work to achieve your goals but it is not an impossible mission here at Centratel. From day 1 I had support from great supervisors. Co workers are great at helping as well. The expectations are high but so are the rewards. I love how the owner is constantly in communication with his employees and the owner really wants us all to succeed!
Pros:

"Not for everyone, or rather not anyone unless you're friends with management. "
Former EmployeeTechnical Support Representative
My experience working on-site with centratel was profoundly negative. In fact it may have been the most negative job I've ever worked for. It's an answering service at it's core and they answer for all kinds of different services. At a glance that sounds neat. Until you consider; different clients have different needs, and the same standard time restraints apply for a company that wants as sparse of a message as possible, also apply for companies that want the maximum level of detail possible. It's a completely inflexible system, and no matter how hard you try, it's just your fault in the company's eyes, and the client's eyes. The founder of the company is the type of person who makes a point to let you know their family had english teachers. Because of this, there is a team of about 4 proof-readers that will go through your calls with a fine tooth comb for grammatical errors; and if they don't find it, you have a quota for how many times you report your coworkers errors each month. Lets couple this with one more fact, they use software that looks like it is from the early to mid 90s. Because of this, you have an extreme character limit(sub 100). You have about enough space to type 2/3rds of a sentence. Grammatically correct it, Gather their contact information, and a whole host of other requirements. These requirements vary largely client by client, and a large percentage have more than that. Got all their information logged? Ok now you have to repeat it to them verbatim as you logged it, then you have to do all of this in under a minute. If you get pulled aside because someone complained(which you will), anything attempt at explaining what is just labelled as pushback, and the threat of your employment getting revoked is thrown at you constantly. Then you can watch their tenured agents make the same mistake hourly, but hey that person is dating this person on the quality team. So that makes it ok. It should also be known, there are calls that will be traumatizing due to their content. Death is something you hear about on a routine basis working at this job. You get one? Tough luck kiddo. You have to get screamed at by some customer the next client is deliberately ignoring. TL;DR, don't apply here. It's mentally degrading in every way possible. They treat new employees horribly and wonder why they have a high turnaround rate, and you literally have to train yourself because they don't actually have a training program. It's a company ran owned and ran by a narcissist.
Pros:
Cons:

"Expect to be used then Discarded"
Former EmployeeInbound Customer Service Representative
Management is very lacking,they do nothing with info given to them in advance like someone resigning ect, instead wait till last minute to fill the now empty slot or have the rest of the staff cover the empty time slot with over time for weeks on end. Then there is the heavy favoritism, it is very blatant when they have a favorite but will deny it or will toss the favorite to the side when they feel they will not be of use or have legal action pressed on them. The job its self is not hard except for the difficult callers they force you to deal with when you're just an answering agent who has no control what so ever, you're expected to handle it and make it all better so you can page the message out and only if the caller ends the call while keeping a low call time. What ruins this job is the extremely high expectations that quality puts on you and then will change to suit their agenda even if you follow it to the T. Best one is them forcing you to ask men if they are pregnant for some accounts, if you do it they dock you for not skipping the obvious, if you don't do it they dock you for not asking them the question and then fall back on their rules for doing the job. When you ask what you should be doing in that situation they either give the rule book answer that suits them or a vague answer. For med benefits you will get med and vision, no dental but they do pay it all. The coworkers are great as tends to be the norm with most call centers. What shift you get is up to luck and seniority,all the good shifts are taken by folks that have been there for years so you will either get a split shift or a swing shift when you join unless you are lucky. There is a bonus system based on quality but most do not hit it due to high quality expectations as well as if any client calls to complain about you then you get docked for bonus chance.