Customer Service Specialist at Treatment Center (Admissions & Quality Assurance)

Join Our Team!

Are you looking for a long-term, stable career with a growing company that values its employees? Join our thriving team of virtual agents based in the Philippines! We are dedicated to providing compassionate and professional customer service while creating a supportive environment for our team.

If you're passionate about helping people, skilled in communication, and eager to grow in your career, this is your opportunity to make an impact.

Position Overview:

As a Customer Service Specialist, you will play a critical role in the admissions process by handling inbound and outbound calls, collecting and logging important client information, and supporting the sales and intake teams. Additionally, you will contribute to quality assurance efforts by reviewing and scoring calls to ensure top-notch service and compliance. This is a dynamic role that combines customer service expertise with a commitment to continuous improvement.

Essential Responsibilities:

Customer Service Duties:

• Answer inbound calls and make outbound calls using Call Tracking Metrics (CTM) software.
• Follow the admissions script and operating procedures for all calls.
• Qualify potential clients by assessing the severity of use, treatment history, and available resources for payment of treatment.
• Accurately log all pertinent client and insurance information into Salesforce CRM.
• Provide detailed notes in Salesforce for the Intake Coordinator to assist the client effectively.
• Transfer qualified clients to the next available agent and ensure seamless handoffs.
• Score every call in CTM and update Salesforce records as necessary.
• Follow up with call leads in a timely and professional manner.

Quality Assurance Duties:

• Review and listen to calls handled by other agents to evaluate compliance with scripts, policies, and service standards.
• Score calls based on established criteria and provide constructive feedback to agents.
• Prepare detailed reports on call reviews and share insights with management for training and improvement initiatives.
• Participate in Quality Improvement projects to enhance the client experience.

Additional Responsibilities:

• Adhere to HIPAA regulations to protect client confidentiality.
• Attend and participate in staff meetings and training sessions to stay informed and enhance skills.
• Contribute to a positive, team-oriented work environment.

Qualifications:

• Strong verbal and written communication skills in English.
• Proficient in using customer relationship management (CRM) software such as Salesforce.
• Experience with call tracking systems (e.g., CTM) is a plus.
• Ability to handle a diverse population with professionalism and empathy.
• Familiarity with recovery approaches (e.g., 12-step, social, or medical models) is a plus.
• Excellent judgment, ethics, and ability to maintain professional boundaries.


What We Offer:

• Competitive compensation and long-term stability.
• A collaborative and supportive team environment.
• Opportunities for personal and professional growth.
• Flexible remote work setup tailored for virtual professionals in the Philippines.

How to Apply:

If you’re ready to take the next step in your career and join a team committed to excellence and compassion, apply today by sending your cover letter, resume, and a voice recording or video intro. Since this is customer service, we will need to hear your voice.

*** If you have any experience working in behavioral health, addiction treatment, or mental health - please mention this as its a huge plus.

We’re excited to welcome you to our growing family.