Answering Service Agent

Job Title: Answering Service Agent

Monthly Pay: $3,255 - $4,325 USD per month

Summary:

Each shift begins with the answering service queue: incoming calls, messages awaiting delivery, and appointment requests needing attention. The Answering Service Agent answers callers directly, provides approved service information, and makes sure messages reach the right contact. This position sits within the customer service team, works under a customer service team lead, and coordinates with designated business contacts and scheduling staff. This is a fully remote, desk-based work from home position in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review shift handover notes, current answering instructions, contact lists, and appointment availability before entering the incoming call queue and accepting new requests.
• Answer calls through a Contact-center phone system such as Five9, introduce the answering service appropriately, and establish the caller's reason for contacting the business.
• Confirm caller names, callback numbers, intended recipients, and message details by repeating essential information and correcting unclear entries before saving each message.
• Answer routine questions using approved business information, including service descriptions, operating hours, contact options, and the next steps relevant to each caller's request.
• Arrange requested appointments through a Scheduling and calendar such as Google Calendar, checking available slots, appointment purpose, and contact details before confirming the booking.
• Transfer calls to designated contacts when instructions allow, explain the reason for the transfer, and provide a clear handover without making unsupported promises.
• Route messages to the appropriate business contact, identify time-sensitive requests using written instructions, and alert the customer service team lead when direction is unclear.
• Follow up on undelivered messages, unsuccessful transfers, or incomplete appointment requests according to established instructions, recording each attempt and its outcome for continuity.
• Maintain concise call notes and accurate message status so other agents can understand completed actions, outstanding questions, and the next required follow-up step.
• Review work against accuracy, turnaround, complete notes, and follow-up expectations, then summarize unresolved items for the next agent at the end of the shift.

Qualifications:

• High school diploma or equivalent.
• No experience required; related answering service, telephone reception, or appointment scheduling experience preferred.
• Clear spoken communication and courteous telephone manners when assisting callers with different questions, expectations, and levels of urgency.
• Ability to listen carefully, spell names accurately, and enter concise messages while maintaining a professional conversation.
• Basic familiarity with call queues, call transfers, shared appointment calendars, and using written instructions to select the appropriate next action.
• Willingness to learn the named phone and scheduling systems and ask for guidance before handling unfamiliar requests.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for uninterrupted telephone conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including completing shift handovers.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based role focused on telephone assistance and appointment coordination.
• Structured onboarding and training on a Contact-center phone system such as Five9 and a Scheduling and calendar such as Google Calendar.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and strengthen consistent call handling.
• Opportunities to build telephone reception, message accuracy, appointment scheduling, and clear handover skills through daily practice.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.