Job Description
General Description
The Live Receptionist plays a key role in supporting Signpost's high-volume customer operations. This role manages inbound calls for multiple U.S. clients, follows structured scripts with precision, handles data entry, and ensures a seamless customer experience. As the first point of contact for many customers, this position requires professionalism, speed, and exceptional communication.
- The ideal candidate is friendly, efficient, articulate, and thrives in fast-paced, structured call environments. They enjoy helping people, managing conversations, and maintaining consistent service levels across multiple queues.a. Main Duties and ResponsibilitiesCall Handling & Customer Service
- Manage 150+ inbound calls per day across multiple client accounts.
- Deliver professional, friendly, and polished white-glove customer service.
- Follow scripts consistently, ensuring accurate call flow and smooth customer experience.
- Identify customer needs, gather required information, and provide clear next steps (scheduling, transferring, or logging).
- CRM Navigation & Documentation
- Navigate client CRM systems (e.g., Genesys, other call apps).
- Enter call data accurately and efficiently in real time.
- Maintain precise and organized notes per client guidelines.
- Issue Escalation & Problem Solving
- Follow defined escalation paths for complex or urgent concerns.
- Recognize when an issue exceeds your scope and transition appropriately.
- Maintain calm and clarity with emotional or high-pressure callers.
- Operational Performance & Schedule Compliance
- Adhere to schedules, queue assignments, SLAs, and daily coverage needs.
- Manage time effectively across fast-paced call rotations.
- Support overall team performance by maintaining quality and responsiveness.
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