Virtual Call Agent

This is a remote position.

Liberty Debt Relief LLC is seeking a professional motivated and customer-focused Virtual Call Agent to join our remote team. The Virtual Call Agent will be responsible for handling inbound and outbound calls assisting clients and prospective clients providing accurate information documenting interactions and directing customers to the appropriate department or representative.

The ideal candidate has excellent communication skills a professional telephone presence strong attention to detail and the ability to work independently in a remote environment.

• Answer inbound customer and prospective client calls in a professional and courteous manner.
  
• Make outbound calls to clients and prospective clients as assigned.
  
• Provide general information regarding company services and administrative processes.
  
• Identify customer needs and determine the appropriate next steps.
  
• Schedule consultations appointments and follow-up calls.
  
• Follow up with clients regarding requested information documentation or appointments.
  
• Accurately document calls customer information and outcomes in the companys CRM or database.
  
• Maintain accurate and up-to-date client records.
  
• Transfer calls or escalate questions to the appropriate department or specialist when necessary.
  
• Respond to routine customer questions while staying within company-approved guidelines.
  
• Maintain a professional and empathetic tone when speaking with customers who may be experiencing financial difficulties.
  
• Follow approved call scripts procedures quality standards and compliance requirements.
  
• Protect confidential customer personal and financial information.
  
• Meet established performance standards for call volume response time documentation and customer service.
  
• Participate in team meetings training sessions and coaching.
  
• Maintain reliable attendance and availability during scheduled working hours.
  
• Perform other customer-service and administrative duties as assigned.
  

• High school diploma or equivalent preferred.
  
• Previous call center customer service telemarketing sales or administrative experience preferred.
  
• Excellent verbal communication and active-listening skills.
  
• Professional and confident telephone manner.
  
• Strong interpersonal and customer-service skills.
  
• Ability to remain calm patient and professional during difficult conversations.
  
• Strong attention to detail and accurate data-entry skills.
  
• Comfortable using computers email CRM systems and Microsoft Office or Google Workspace.
  
• Ability to multitask while maintaining quality and accuracy.
  
• Ability to work independently with minimal supervision.
  
• Reliable internet connection and a quiet professional workspace.
  
• Must be comfortable working with confidential and sensitive customer information.
  

• Call center or virtual customer-service experience
  
• Experience with CRM or call-management software
  
• Strong typing and data-entry skills
  
• Sales or appointment-setting experience
  
• Financial services or debt-relief industry experience
  
• Bilingual communication skills are a plus
  

The Virtual Call Agent is expected to provide exceptional customer service while maintaining accuracy professionalism and compliance with company procedures. Performance may be evaluated based on:

• Call quality and professionalism
  
• Customer satisfaction
  
• Attendance and punctuality
  
• Call volume and responsiveness
  
• Accuracy of customer records and documentation
  
• Appointment-setting and follow-up performance
  
• Adherence to company policies and procedures
  

• Competitive hourly pay
  
• Performance-based incentives or bonuses where applicable
  
• Paid time off
  
• Paid company holidays
  
• Medical dental and vision insurance
  
• Retirement savings plan if applicable
  
• Employee assistance and wellness programs
  
• Paid training and ongoing professional development
  
• Opportunities for advancement
  
• Remote work flexibility
  
• Supportive and collaborative virtual work environment