Call Center Agent / Customer Service Representative (Inbound & Outbound, Advanced English Required)

We're hiring call specialists to handle live inbound calls and follow-up outbound calls for two lead verticals: behavioral health treatment intake and legal case intake. You'll be the first voice a caller hears, often someone who is stressed, confused, or dealing with a difficult situation, so this role requires advanced English fluency, clear pronunciation, and the ability to stay calm, professional, and reassuring on every call.
Responsibilities

Answer inbound calls from new leads as soon as they come in
Make outbound follow-up calls to existing/aged leads to re-engage and move them forward
Collect and accurately document caller information
Verify and clarify information when callers provide incomplete or conflicting details
Maintain clear, organized notes in our CRM after every call
Follow scripts and intake protocols while still sounding natural, not robotic

Requirements

Fluent, advanced-level English with clear, neutral pronunciation (this is non-negotiable for this role)
Prior experience in call centers, customer service, sales, or intake admin preferred
Comfortable speaking with people who may be upset or confused
Reliable internet connection, quiet workspace, and a good quality headset/mic
Available to work during US business hours
Strong attention to detail and accurate data entry

Schedule: Full-Time, 40 hours/week
How to Apply

Before submitting your application, we need a short voice audition. Go to ---------- (no sign up required), click the red record button, allow microphone access, and read the script below aloud at a natural pace.
When finished, click stop. Vocaroo will generate a shareable link to your recording.
Submit your application with your resume, relevant experience, and the Vocaroo recording link included.
Applications submitted without the voice audition link will not move forward to interview.

Voice Audition Script (read exactly as written):
"Hello, my name is __. I'm reading this advanced script to demonstrate my ability to communicate clearly, even when the information is unusually dense and requires absolute control over tone, pacing, and pronunciation.
In high-pressure intake situations, callers may be injured, confused, or upset, and I must simultaneously sound empathetic, precise, and confident. This means I need to articulate complicated instructions, verify sensitive information, and guide the caller through multiple steps without hesitation, mispronunciation, or noticeable accent drift.
For example, I may need to calmly explain that although I cannot guarantee outcomes, I can accurately document the i ---------- , clarify inconsistencies, and ensure their case is evaluated quickly and professionally. Even when a caller speaks rapidly, interrupts, or provides conflicting details, my responsibility is to remain steady, simplify the situation, and deliver reassurance without sounding robotic or overwhelmed.
This script is intentionally challenging, and I appreciate you taking the time to evaluate my clarity, control, and overall communication skills."