Job description
Role Details
Type of Support: Inbound/Outbound calls
Contract Duration: Full-time
Training Schedule: Monday - Friday, 9:00 am - 6:00 pm EST | Saturday / Sunday off
Work Schedule: Monday - Friday, 11:00 am - 8:00 pm EST | Saturday / Sunday off
Work Type and Location: Remote, US only
Expected Start Date: June 26, 2025
About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.
Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24⁄7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.
As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.
The Role
As an Inbound Call Agent/Customer Support Specialist at PartnerHero, you’ll be on the front lines of helping our clients’ customers. You’ll help navigate them through account creation, and website navigation, as you assist with scheduling their first appointment with their provider. You’ll answer their questions, solve their problems, and make sure they have a great experience. You’ll be a key part of our team, providing excellent service and representing our clients positively.
What You’ll Do:
- Answer inbound calls from customers and provide helpful support.
- Listen to customers’ needs and find solutions to their issues.
- Provide accurate information about products or services.
- Document customer interactions and issues in our systems.
- Follow established processes and guidelines to ensure quality service.
- Work as part of a team to achieve customer satisfaction goals.
- Participate in training sessions to improve your skills and knowledge.
- Stay up-to-date on product and service information.
- Escalate complex issues to senior team members when needed.
- Help create a positive experience for every customer.
What We Expect From You:
- Embody PartnerHero’s core values: Be Humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust.
- Have a strong desire to help customers and solve problems.
- Be reliable and ready to support customers during your scheduled hours.
- Be a team player and work well with others.
- Be able to learn and adapt to new information and processes quickly.
- Have good communication skills, both written and verbal.
- Be comfortable using computer systems and software.
- Be flexible and willing to help out where needed.
What You’ll Get In Return:
- Flexible working arrangements (US Only)
- Hybrid working arrangements (all other countries)
- Competitive Base Salary
- Generous paid vacation
- Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
- Competitive retirement benefits (US only)
- Access to free posture-based fitness workouts from home paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
- Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].
