Job Description

ANSWERFIRST IS SEEKING AN INBOUND CALL SCRIPT DEVELOPER TO JOIN OUR TEAM IN THIS FULLY REMOTE POSITION. THE SUCCESSFUL CANDIDATE WILL BE RESPONSIBLE FOR DESIGNING AND DEVELOPING CALL FLOWS FOR OUR INBOUND CONTACT CENTER OPERATIONS. THE CALL SCRIPT DEVELOPER WILL WORK CLOSELY WITH THE BUSINESS DEVELOPMENT, CUSTOMER SUPPORT AND CONTACT CENTER PERSONNEL TO CREATE COMPLEX, EFFECTIVE AND EFFICIENT CALL FLOWS THAT ENSURE A POSITIVE CUSTOMER EXPERIENCE.

RESPONSIBILITIES:

• Work with AF personnel and clients to design, develop & implement call, chat, SMS & email flows and scripts for inbound call center operations
• Monitor, evaluate and update call flows for effectiveness and efficiency
• Analyze call center account success to identify areas for improvement and optimization
• Work with Business Development, Contact Center and Customer Service teams to understand customer needs and business goals
• Create and maintain documentation for call flows and associated systems
• Collaborate with other designers and departments to ensure seamless integration of systems
• Provide technical support to other AnswerFirst teams
• Maintain rotating O/C schedules for emergencies

IDEAL CANDIDATES:

• Have a technical inclination, and easily absorb and retain technical concepts. (variables, if/then, case branches, etc)
• Demonstrate excellent communication and collaboration skills
• Possess the ability to work independently and as part of a team
• Learn and remain proficient with Amtelco Intelligent Series software
• Experience in inbound call script development is a plus
• Experience in SQL and JSON is a plus
• Experience with Telephony systems is a plus

POSITION REQUIREMENTS:

• Fully Remote Position. Must be authorized to wok in the US and reside in one of the following states to be eligible  Alaska, Colorado, Delaware, Florida, Georgia, Indiana, Montana, Nevada, North Carolina, South Dakota, Tennessee, Texas or Wyoming.
• Great work attitude and work ethic.
• Maintain a regular M-F, 40 hour work week between the hours of 8A-6P ET.

Company Description

At AnswerFirst, we provide business answering services to thousands of small, medium and large businesses around the globe. Our company is based in Tampa (we do not use overseas staff). Our Customer Service Professionals are ready and waiting around the clock. We offer live operator services including order entry, scheduling, customer care, messaging, and telephone answering to the businesses we serve. AnswerFirst is a certified Great Place to Work. We were named by Great Place to Work and FORTUNE to be one of the 2018 Best Workplaces for Women and 2019 Best Workplaces for Consulting and Professional Services and 2020 Fortune’s Best Small & Medium Workplaces. AnswerFirst was also named a Top Workplace for 2018 by the Tampa Bay Times based on our employees feedback. We have a 4.8 approval rating on Google and Glassdoor by our clients and employees. Member of ATSI and the Ybor Chamber of Commerce. We are an Equal Opportunity Employer. All qualified applicants who are authorized to work in the United States and reside in one of the approved states for hire will receive consideration for employment without regard to race, religion, sex, color, national origin, ethnicity, age, genetic information, disability or sexual orientation.