Call Center Specialist 1

2 weeks ago

Baltimore, MD, United States Enterprise Management Full time

Position Overview
Enterprise Management Solutions, Inc. (EMS) is seeking a flexible and professional Call Center Specialist to provide call-handling services on an as-needed contract basis. This role primarily focuses on outbound calling for HR recruitment and sales campaigns, with occasional responsibility for inbound calls routed through EMS's RingCentral system.
The Call Center Specialist will follow scripts, record and transcribe calls, and maintain detailed notes in EMS systems. Depending on assignments, the contractor will report to different department managers (e.g., HR, Sales, or Operations). Contractors may use the RingCentral desktop platform or install the RingCentral app on their phone. Downloading proprietary company information to personal devices is strictly prohibited.

Key Responsibilities:

Outbound Calling

  • Place all outbound calls through RingCentral.
  • Conduct HR recruitment outreach to candidates and outbound sales calls to prospects.
  • Follow department-provided scripts and guidelines for compliance and professionalism.
Inbound Call Handling
  • Receive and manage inbound calls routed through RingCentral.
  • Use provided inbound scripts or protocols for information capture and escalation.
  • Document call outcomes in EMS systems promptly.
Call Recording & Documentation
  • Record all calls using RingCentral's recording features.
  • Transcribe calls accurately and paste transcriptions into official notes or CRM fields.
  • Maintain complete, timely, and accurate call records for departmental use.
Appointment Setting
  • Confirm and schedule interviews, meetings, or sales consultations.
  • Update calendars and scheduling platforms as directed by the department.
  • Provide warm handoffs to HR recruiters, hiring managers, or sales staff.
Software & Systems
  • Operate exclusively within RingCentral for all call activity.
  • Use EMS-approved CRM, transcription, and scheduling tools.
  • Report software or system issues promptly to the supervising manager.
Quality & Compliance
  • Uphold EMS's confidentiality and compliance standards.
  • Do not download or store proprietary information on personal devices.
  • Ensure transcription and call notes meet company accuracy standards.
Contractor Qualifications
  • Prior experience in outbound calling, inbound call handling, recruitment, or sales support preferred.
  • Strong phone communication skills with the ability to follow scripts.
  • Familiarity with RingCentral or similar cloud-based systems.
  • Reliable internet, phone/computer with RingCentral app, headset, and quiet workspace.
  • Strong transcription and data-entry skills.
  • Self-motivated with the ability to work independently under varying department managers.
Competencies
  • Adaptability - Comfortable switching between HR, Sales, or Operations assignments.
  • Professional Communication - Maintains a courteous, persuasive, and professional tone.
  • Attention to Detail - Delivers accurate transcriptions and documentation.
  • Confidentiality - Safeguards sensitive HR and client data.
  • Independence - Completes assignments with minimal supervision.
Engagement Terms
  • Work is provided as needed, up to 20 hours per week.
  • No minimum hours are guaranteed.
  • Compensation: $15.00 - $20.00 per hour, based on experience and performance.
  • Contractor is responsible for all applicable taxes; a 1099 form will be issued annually.
  • This engagement does not include employee benefits.
  • Contractor may install the RingCentral app on their phone but must not download or store proprietary EMS information on personal devices.
  • Contractor will report to various department managers depending on assignment (e.g., HR, Sales, Operations).

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