Us Call Center Agent

3 days ago

Banjara Hills Hyderabad Telangana, India Expansure IT Solutions Private Limited Full time

We are seeking a highly motivated and customer-focused **Call Center Agent** to join our U.S.based customer service team. As a call center agent, you will serve as the first point of contact for our clients, providing information, solving issues, and ensuring an exceptional customer experience through phone and/or chat support.
- Answer inbound calls from potential or existing clients in a professional, empathetic, and confidential manner
- Conduct detailed intake interviews to gather key case-related information, such as personal details, incident facts, and relevant documentation
- Accurately record and input client information into the firm's case management system
- Ask appropriate follow-up questions to ensure completeness and clarity of the information collected
- Determine case eligibility based on firm criteria and escalate qualified leads to legal staff for review
- Maintain a working knowledge of various case types (e.g., personal injury, workers' compensation, medical malpractice) to ensure proper intake flow
- Handle sensitive or emotional conversations with empathy, discretion, and professionalism
- Follow scripts and legal intake protocols to remain compliant with regulatory and ethical standards
- Provide basic information about the firm’s services without offering legal advice
- Meet performance targets related to call volume, accuracy, and quality assurance standards

**Qualifications**:

- Must be legally authorized to work in the United States
- High school diploma or GED (Associate or Bachelor’s degree preferred)
- Prior experience in a call center or customer service environment is a plus
- Excellent verbal and written communication skills
- Strong problem-solving and multitasking abilities
- Comfortable using computers, CRM software, and call center tools
- Able to work independently and as part of a team
- Flexibility to work various shifts, including evenings and weekends, if needed

Pay: ₹25,000.00 - ₹40,000.00 per month

**Benefits**:

- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Rotational shift

Supplemental Pay:

- Shift allowance

**Education**:

- Bachelor's (preferred)

**Experience**:

- Call Center: 2 years (required)

**Language**:

- English (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)

Work Location: In person

**Speak with the employer**
+91 9908732536
Application Deadline: 24/06/2025
Expected Start Date: 18/06/2025

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