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About the role
Key responsibilities & impact- Make outbound calls to homeowners using client-provided lists
- Answer inbound campaign calls
- Explain the EmPower+ program and enrollment process
- Build rapport, establish trust, answer questions, and address concerns
- Screen homeowners for basic eligibility
- Guide qualified homeowners through applications and documentation requirements
- Follow up until applications are submitted and approved
- Escalate questions or situations requiring the client’s assistance
- Log all calls and outcomes in Zoho CRM
- Maintain accurate contact information, enrollment status, eligibility data, and follow-up records
- Track missing documents, incomplete applications, and next steps
- Follow approved scripts, calling hours, Do-Not-Call procedures, disclosures, call-recording procedures, and compliance guidelines
- Maintain confidentiality of homeowner information and documents
- Communicate important updates and stalled applications to the client
Requirements
What you’ll need- 2+ years of experience in phone sales, appointment setting, benefits enrollment, call center, customer service, or similar phone-based role
- Outbound calling experience required
- Inbound call-handling experience preferred
- Excellent spoken English required
- Good written English required
- Level A neutral English accent preferred
- Experience in benefits enrollment or eligibility-based programs strongly preferred
- Experience assisting customers with applications and document collection is a plus
- CRM experience required
- Zoho CRM experience preferred
- Experience with scripts and compliance-sensitive calling procedures preferred
- Spanish-speaking is a plus, not required
- Experience working with older customers or individuals requiring additional assistance is a plus
- Patient, friendly, professional, persuasive, organized, persistent, and detail-oriented
- Ability to follow scripts, workflows, compliance requirements, and escalation procedures
- Availability for 40 contracted hours per week, Monday through Friday
- Availability between 8:00 AM and 9:00 PM EST within designated calling hours
- Region preference: Philippines
Benefits
Comp & perks- Competitive rates
- Weekly payments
- Free training and upskilling
- Constant support and guidance
- Vibrant community support
- Various open roles available