Digital Phone Support Agent

Desire Home Care (DHC) is a privately owned and family oriented company that provides in-home care for seniors , adults and children facing physical and/or medical challenges. We believe that everyone should and deserves to live life with joy, dignity and most importantly to its' fullest. Our caregivers come highly trained and with heart full with compassion eager to assist you in reaching those special milestones. We assist with personal care, meal preparation, transportation and mobility, and in home respite services in an environment familiar to you, surrounded by loved ones and special memories. We strive to provide quality care you can trust, and pride ourselves in providing excellent and affordable care. Care plans are personalized to fit each individual client’s needs. Desire Home Care staff work closely with family members and other support staff to ensure that appropriate and quality care is given to all clients. Our caregivers are certified and bonded. Our Mission: Our values are simple. Desire Home Care strives to offer quality and affordable compassionate home care services, while meeting your needs and exceeding your expectations.

About The Role

We are looking for a dedicated and customer-focused Digital Phone Support Agent to join our Administrative team. In this role, you will serve as the primary point of contact for customers seeking assistance via phone while delivering a positive and professional experience. As a member of our support team, your goal will be to ensure client satisfaction by effectively resolving inquiries, addressing concerns, and providing accurate information, all while maintaining a high level of service quality. This is an hourly, full-time position requiring excellent communication skills in English and a strong ability to troubleshoot and problem-solve under pressure.

What You'll Do

• Respond to incoming phone inquiries from customers in a timely and courteous manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team as necessary.
• Document and update customer interactions in the system to ensure accurate record-keeping.
• Actively listen to customers to identify their needs and offer tailored solutions.
• Collaborate with other departments to resolve escalated issues effectively.
• Meet or exceed key performance indicators (KPIs) for customer satisfaction, call resolution times, and overall quality.
• Stay updated on product and service changes to provide relevant and current information.
• Maintain professionalism while handling high volumes of calls or challenging situations.
  
  

Qualifications

• Proven experience in customer support or a similar role, preferably in phone-based environments.
• Exceptional verbal communication skills in English, with a friendly and professional phone demeanor.
• Strong problem-solving and critical-thinking abilities to address diverse customer issues.
• Comfortable working in a fast-paced environment and managing multiple inquiries simultaneously.
• Familiarity with using customer relationship management (CRM) systems and other support tools.
• Ability to remain calm and patient while interacting with customers under challenging circumstances.
• Strong time-management skills with the ability to prioritize tasks effectively.
• Dependable and punctual with a commitment to providing excellent service.
• Minimum high school diploma or equivalent; additional training or certifications in customer service is a plus.
  
  

MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA

The Pay Range For This Role Is

22.17 - 33.11 USD per hour(Remote (Baton Rouge, Louisiana, US))