Customer Service Agent (US Healthcare - After Hours) - EST Hrs (Remote)
Posted 1 day ago
ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency—we operate as a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are looking for a Customer Service Representative to join our client's After Hours Support Team. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping people, and can confidently manage multiple tasks while providing exceptional customer service.
Working Hours:
Approx. 26 hours per week (subject to operational requirements and may change)
- Saturday & Sunday: 10:00 AM – 7:00 PM EST ( 16:00 PM - 01:00 AM SAST)
- Monday & Friday: 5:00 PM – 9:00 PM EST (23:00 PM - 03:00 AM SAST)
Please note: Training will be approximately one month, and training hours will differ from the regular working schedule.
PLEASE NOTE
- Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Responsibilities
- Answer incoming after-hours calls professionally and efficiently.
- Resolve client and caregiver queries within the scope of after-hours support.
- Respond promptly to messages received through the company's texting platform.
- Notify clients of caregiver call-outs and coordinate replacement caregivers when required.
- Confirm caregiver schedules 1–2 hours before the start of each shift.
- Conduct initial intake calls for prospective clients interested in services.
- Accurately document all interactions and update caregiver schedules within the system.
- Assist with administrative projects and other after-hours support tasks as needed.
Requirements
- Fluent in English with clear, professional communication skills.
- Excellent customer service experience.
- Strong multitasking and organisational skills.
- Comfortable working independently with minimal supervision.
- Intelligent, resourceful, and able to solve problems effectively.
- Compassionate, dependable, and highly responsible.
- Ambitious with a strong work ethic.
- Flexible and adaptable to changing schedules and operational requirements.
- Excellent computer and telephone skills.
Advantageous
- Previous staffing, scheduling, or healthcare industry experience.
If you are not contacted within 14 working days, please consider your application unsuccessful.
Other open roles at ISTA Personnel Solutions(6)
Welcome to ISTA Solutions, your go-to remote staffing solutions provider. We understand the challenges businesses face when managing their workflows and finding the right people to execute their vision. That's why we exist—to be your dedicated partner in growth. Here are some reasons why our services are a must-have for your business: -We provide tailor-made workflow solutions that cater to your unique business requirements, helping you streamline your operations, reduce the turnaround time, and maximize efficiency. -Our agents are skilled, experienced, and solely focused on your company. They are trained to deliver outstanding results while working closely with your team and adhering to your company's culture. -We leverage our global resources to provide comprehensive support for your business, including technical assistance, billing services, and recruitment. This way, you can focus on growing your business while we take care of the back-end operations. At ISTA Solutions, we believe in the power of building strong relationships with our clients. We strive to be your long-term partner in success, providing ongoing support and guidance to help you navigate through any challenges that may arise. We understand the importance of transparency and honesty in business. That's why we pride ourselves on being open, ethical, and straightforward in all our client interactions. Without ISTA, healthcare companies commonly face: -Overburdened workforce -Increased demand for productivity -The need to reduce operational costs -The lack of specialized expertise in-house -Difficulty finding reliable remote staff We know that these problems can have a big effect on the growth and success of your business, which is why we're here to offer you complete remote staffing solutions. Whether you need customer service support, technical assistance, or a team of virtual assistants, we have the expertise to help you achieve your business goals.
Key team members
Nicole Barrish
DJ Narvaez RN
Cindy Mojela
Carmin Myburgh
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