General Description

The Live Receptionist plays a key role in supporting Signpost's high-volume customer operations. This role manages inbound calls for multiple U.S. clients, follows structured scripts with precision, handles data entry, and ensures a seamless customer experience. As the first point of contact for many customers, this position requires professionalism, speed, and exceptional communication.

The ideal candidate is friendly, efficient, articulate, and thrives in fast-paced, structured call environments. They enjoy helping people, managing conversations, and maintaining consistent service levels across multiple queues.

a. Main Duties and Responsibilities

Call Handling & Customer Service

• Manage 150+ inbound calls per day across multiple client accounts.

• Deliver professional, friendly, and polished white-glove customer service.

• Follow scripts consistently, ensuring accurate call flow and smooth customer experience.

• Identify customer needs, gather required information, and provide clear next steps (scheduling, transferring, or logging).

CRM Navigation & Documentation

• Navigate client CRM systems (e.g., Genesys, other call apps).

• Enter call data accurately and efficiently in real time.

• Maintain precise and organized notes per client guidelines.

Issue Escalation & Problem Solving

• Follow defined escalation paths for complex or urgent concerns.

• Recognize when an issue exceeds your scope and transition appropriately.

• Maintain calm and clarity with emotional or high-pressure callers.

Operational Performance & Schedule Compliance

• Adhere to schedules, queue assignments, SLAs, and daily coverage needs.

• Manage time effectively across fast-paced call rotations.

• Support overall team performance by maintaining quality and responsiveness.