Call Center Agent

Ignite Visibility | Radius Marketing/EverConnect Call Center Agent

Please read this entire job description carefully to ensure you meet all minimum requirements, including home office setup expectations. Additional instructions may apply during the application process.

At-A-Glance Info

Position Summary:  

EverConnect generates high-quality inbound leads for home improvement and disaster mitigation providers across the United States. Call Center Agents play a critical role in qualifying these leads by engaging with homeowners, gathering key details, and ensuring each opportunity is accurately matched to the appropriate service provider.
 

Agents are responsible for delivering a high-quality customer experience while following structured call flows, utilizing internal resources, and adhering to performance expectations across conversion, quality, and efficiency metrics.
 

Essential Duties and Responsibilities:

• Answer inbound calls from homeowners and provide a professional, engaging, and supportive customer experience 

• Make outbound calls to follow up with homeowners who have requested contact or require additional outreach 

• Accurately qualify customer needs using structured call scripts and internal knowledge resources 

• Transfer qualified leads to service providers or schedule in-home consultation appointments when applicable 

• Utilize internal systems, including call handling platforms and knowledge bases, to ensure accurate and consistent information is provided 

• Apply correct call dispositions (wrap codes) and document call details thoroughly and accurately

• Meet or exceed performance expectations related to conversion rate, quality, adherence, and efficiency 

• Maintain a high level of attention to detail while navigating multiple systems during live calls

Performance Expectations:

Success in this role is measured through key performance metrics, including:

• Conversion Rate – Ability to successfully qualify and convert inbound opportunities 

• Quality Assurance – Adherence to call handling standards and processes 

• Schedule Adherence & Attendance – Reliability and consistency in scheduled shifts 

• Efficiency Metrics – Effective call handling and after-call work (wrap time) 

• Process Compliance – Accurate use of scripts, resources, and call documentation

Tools and Work Environment:

Agents will be expected to:

• Work within a structured call handling platform (e.g., Genesys Cloud) 

• Follow web-based scripts during customer interactions 

• Utilize internal knowledge resources to guide decision-making 

• Navigate multiple systems simultaneously while on live calls

Minimum Qualifications:

• High School Diploma or GED 

• Minimum 3 months of call center or customer-facing experience 

• Prior work-from-home experience preferred 

• Minimum typing speed of 20 WPM 

• Strong verbal and written communication skills 

• Ability to build rapport quickly and handle conversations confidently 

• Strong attention to detail and problem-solving skills 

• Comfortable working in a performance-driven environment with measurable goals 

• Ability to multitask across multiple systems while engaging with customers

Preferred Requirements:

• Experience in sales or lead qualification environments 

• Experience working with structured scripts or call flows 

• Recent work-from-home experience (within the last 6 years)

Schedule Requirements:

Agents must be available to work 40 hours per week across five scheduled days. Saturday is a required workday.

• Scheduled workdays include Tuesday, Wednesday, Thursday, Saturday, and either Monday or Friday.

• The employee may select Monday or Friday as their regular alternate day off, subject to scheduling confirmation.

Scheduling Notes:

• Saturday availability is required.

• The regular weekday off will be either Monday or Friday, based on the employee's selection and scheduling confirmation.

• The assigned schedule and weekday off will remain consistent week to week once finalized.

Home Office Requirements

This is a fully remote position based in Jordan. All necessary computer equipment and work-related technology will be provided by the company. Team members are responsible for maintaining a reliable internet connection and a suitable home workspace.
 

Internet Requirements

Maintain a stable, reliable, high-speed internet connection capable of supporting internet-based phone calls, video meetings, and daily work applications.

A hard-wired Ethernet connection is strongly preferred over Wi-Fi to provide greater connection stability and minimize interruptions during customer interactions.

Team members must be able to maintain consistent connectivity throughout their scheduled shifts.

Any internet connectivity issues that may impact work performance or availability must be promptly communicated to leadership.
 

Work Environment

Maintain a quiet, professional, and distraction-free workspace suitable for handling customer calls.

Minimize background noise, including televisions, conversations, pets, and other household distractions.

Ensure the workspace allows for clear, professional communication with customers and team members.

Maintain a workspace that supports confidentiality and the secure handling of customer information.
 

Company-Provided Equipment

The company will provide the necessary computer equipment and work-related technology to perform the role.

Team members are responsible for properly maintaining and safeguarding company-provided equipment in accordance with company policies.

Additional Information:

• This position does not involve cold calling 

• Applicants must be based in Jordan.