Remote Telephone Service RepresentativeFull-time (Oregon, Texas, Idaho, Kentucky, Tennessee, Arizona)

We are looking for experienced call center/answering service agents (also known as Telephone Service Representatives, or TSRs) who want to work from home for a great company.

Who are we? We are, statistically, the highest quality telephone answering service in America. We’ve been in business for 41 years under a single owner and our headquarters are in Bend, Oregon.

This is NOT a sales position, our TSRs process incoming calls only.

One very important point before you continue exploring this opportunity, and it has to do with the sensitive, private, and often urgent nature of the service we provide: An on-line 3rd-party, professionally administered drug test is part of the application process. Then, if you pass this initial test and are hired, you will be included in several more professionally administered company-wide tests per year, conducted at unannounced random intervals. If you fail a test, you will be immediately dismissed with this blemish appearing on your permanent work record. If you use or plan to use illicit drugs, it is best that you do not apply for this position in the first place. The good news if you are drug-free? You will know for sure that your coworkers are also drug-free…an unusual working environment in our culture in these topsy-turvy times…

We hire people with professional warmth who possess a clear, empathetic demeanor.  They are pleasant, easy to understand, and confident in their decision-making. They are customer-centric and detail-oriented, with solid typing skills and strong linguistic skills (verbal and written). An empathetic, confident comportment is an essential attribute.

“Voice tone and voice quality are critical: We hire people with professional warmth and who have a decisive yet clear, empathetic demeanor. They are pleasant, confident, and easy to understand.”

Our training is thorough and the “people” skills that you’ll learn will prove valuable to you for the rest of your life.

Paid-training is provided. And the benefits, 401K, health insurance, PTO, are great….

Another important point to consider is that, because of the nature of our 24/7/365 business, which creates heavy call traffic on weekends, you can expect to work both Saturdays and Sundays, as well as three consecutive days during the week.

Job Description:

You will process incoming calls for various businesses, including professional medical and veterinary offices, across the United States. The TSR’s task is to accurately and efficiently receive and then record messages, and then deliver that information to our clients per their individualized message-relay protocols. The Centratel TSR utilizes a proprietary telephone system specifically designed for answering services.

Your training will be intense and thorough.

The clients we serve include service businesses whose personnel are in the field and away from their business phones; and, as mentioned, medical and veterinary offices that receive emergency patient calls during and after normal business hours, property management companies, heating and air conditioning firms, funeral homes, hi-tech operations, and others.

Centratel is a great place to work! Many of our full-time staff members have work-tenures of 10, 20, and even 30 years. The CEO and owner, Sam Carpenter, has intensely operated Centratel as “the highest quality answering service in the United States” for over 41 years.

We carefully follow all non-discrimination rules and guidelines, yet approximately 95% of Centratel’s staff are women. (It’s always been that way…).

Job Requirements:

• Call-center experience preferred but not required
• Per our typing test, type a minimum of 40 WPM
• As noted above: Absolutely drug-free. An initial monitored professional drug screening, and subsequent intensive random/unannounced/tightly monitored drug tests will be conducted
• Understand basic internet navigation; messaging tools
• Excellent oral and written communication skills
• Adept at active listening. Can communicate efficiently
• Empathetic, personable, yet professional demeanor. Sharp!
• Reliable, dependable, and customer-centric. Focused, non-frenetic demeanor with a long attention span…
• Disciplined and resourceful, personable
• Receptive to feedback through regular one-on-one online meetings with supervisors and quality specialists
• Able to patiently and calmly train remotely via our self-guided classroom programs
• Can troubleshoot very basic internet connection challenges guided by our experienced and always-available tech team
• Attend paid (virtual) monthly meetings

Physical Requirements:

• Important: Must have secured a separate workspace free of distractions and extraneous noise, for HIPAA compliance requirements
• Up-to-date computer with Windows 10 Pro or higher operating system (Mac & Chromebooks are not supported) with 20 GB of hard space available, dual monitors, standard Keyboard, and webcam with microphone
• Provide a reliable high-speed (minimum 50mbps) broadband internet connection. No satellite connections
• Reliable landline or Voice-over-Internet Protocol (VoIP) service. Must have a mobile phone with unlimited minutes as an emergency backup source

Wages and Benefits:

Starting wage is $26.00 per hour with quick escalation keyed to performance up to $30.00-$36.00 per hour. Online training takes 3-4 days. To meet the highest performance criteria typically takes 30-60 days. (Most of our trained TSRs earn at the $30.00-$36.00 per hour level). This pay scale is 25-30% higher than competitive answering services/call centers. Benefits are unmatched.

• Full time: 40 hours per week
• Overtime available at 1 1/2 times the hourly wage.
• Beginning on the 1st day of employment, a 401K retirement plan with a 3% match
• Fully paid health insurance, after 60 days. (Note: If you choose not to use our group health insurance, we add $200 per month to the above-described compensation)
• Set schedules per seniority-based bidding process

Example Shifts:

Although your first shift schedule will probably not be your ultimate preference, as you gain seniority, your preferred schedule will emerge over time as newly available shifts are awarded based on seniority. (Note that shift-bidding occurs twice per year as well as every time a shift opens).

Listed below are example shifts, which may or may not be currently available.

Note: These shift times are listed per the Pacific Time Zone but we’ve also noted each example shift in Eastern Standard Time)

To apply, fill out the application.

If your application qualifies, we will contact you to arrange for an interview and aptitude testing. No phone calls please.