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Welcome to remotehirings – Empowering Communities Through Trusted Health Information
At remotehirings, we understand that accurate, science‑based health information can save lives. As a leading partner to the nation’s public health response network, we operate a high‑volume contact center that fields inquiries from everyday citizens, healthcare providers, and government officials. Our mission is simple yet profound: to deliver timely, reliable answers to millions of health‑related questions, from routine wellness topics to urgent pandemic guidance. If you’re passionate about helping people navigate critical information while working from the comfort of your home, we invite you to become a pivotal part of our Remote Customer Service team in Tucson, AZ.
Why This Role Matters
Our remote Customer Service Representative II position supports the remotehirings INFO program—a national hub that answers over 750 health and infectious‑disease topics, including vaccine scheduling, test‑kit distribution, and general health guidance. By joining remotehirings, you become a trusted voice in a network that directly impacts public safety, supports clinicians, and reinforces community confidence in health initiatives.
Role Overview
As a Remote Customer Service Representative II, you will be the first point of contact for callers, email senders, chat participants, and SMS texters seeking information about health services, vaccine appointments, and medical supply kits. You will operate within a dynamic, multi‑channel environment, applying strong communication skills, empathy, and attention to detail to resolve inquiries, schedule services, and document interactions in our advanced CRM platform.
Key Responsibilities
• Multi‑Channel Support: Respond to inbound calls, emails, web chats, and SMS texts, providing accurate information or directing callers to appropriate resources.
• Vaccine & Kit Coordination: Assist the public, clinicians, and public officials in scheduling vaccine appointments and arranging shipment of health kits, adhering to all privacy and security protocols.
• Information Retrieval: Utilize remotehirings databases, published materials, and internal knowledge bases to answer questions on a wide spectrum of health topics.
• Documentation & Tracking: Record every interaction, appointment, and kit request in the Customer Relationship Management (CRM) system, ensuring data integrity and audit readiness.
• Quality Assurance: Meet or exceed established quality metrics, including average handle time, first‑call resolution, and customer satisfaction scores.
• Escalation Management: Identify complex or high‑risk issues and route them promptly to the designated escalation team, preserving service continuity.
• Continuous Improvement: Offer feedback on call trends, script efficacy, and process bottlenecks; propose enhancements that benefit remotehirings, its partners, and the public.
• Training & Development: Participate in scheduled training sessions, program updates, and performance reviews to stay current with evolving health guidelines and system upgrades.
Minimum Requirements
• High school diploma or GED (or equivalent).
• At least six (6) months of experience in a customer‑service, call‑center, or administrative role.
• Excellent written and spoken English; clear, professional communication style.
• Proficiency with Microsoft Office Suite (Word, Outlook) and basic PC troubleshooting.
• Demonstrated empathy, active listening, and problem‑solving abilities.
• Ability to work independently from a home office while adhering to remotehirings remote‑work policies.
• Willingness to work flexible schedules, including holidays, weekends, and rotating shifts, to meet operational needs.
• Successful completion of a written assessment and a background check.
• Agreement to sign a Statement of Understanding and a Non‑Disclosure Agreement for remotehirings INFO.
Preferred Qualifications & Additional Skills
• Prior experience with phone‑system hardware, headsets, and VoIP platforms.
• Familiarity with public‑health terminology or healthcare environments.
• Experience using CRM tools (e.g., Salesforce, Zendesk) or ticket‑tracking systems.
• Certification or coursework related to health communication, public health, or customer experience management.
• Demonstrated ability to multithread tasks, prioritize competing demands, and maintain composure under pressure.
Core Competencies for Success
• Communication Excellence: Convey complex health information