Remote Call Center

HEAT Learning Portal; San Juan (PR); Remote; USD 19,000 - 25,000; Full time

Job summary

HEAT Learning Portal in San Juan, PR seeks a Call Center Representative to be the primary contact for customers, handling high-volume inbound and outbound calls, logging interactions in our CRM, and resolving issues with a customer-first approach.

This on-site role requires excellent communication, accurate data entry, and the ability to juggle multiple tasks while meeting daily call and productivity targets in a fast-paced environment.

Qualifications

• 1–4 years of experience in a call center or customer service.
• Strong listening and verbal communication skills.
• Proficiency with CRM software and data-entry tools.

Responsibilities

• Handle high-volume inbound and outbound calls with clear information and solutions.
• Log interactions and update customer profiles in CRM.
• Diagnose and resolve customer problems through active listening.
• Enter and verify data quickly to maintain system integrity.
• Meet daily call and productivity targets.
• Collaborate with team members and supervisors to improve processes.
• Maintain time management and prioritize tasks.

Skills

Active listening

Verbal communication

Multitasking

Time management

Customer focus

Tools

CRM software

Data-entry tools

Job description

About the role

As a Call Center Representative, you will serve as the primary point of contact for inbound and outbound customers, delivering prompt, courteous assistance. This on‑site position requires strong communication skills and the ability to resolve issues efficiently while maintaining accurate records.

Key responsibilities

• Handle high‑volume inbound and outbound calls, providing clear information and solutions.
• Utilize CRM software to log interactions, update customer profiles, and track issue resolution.
• Diagnose and resolve customer problems through active listening and effective problem‑solving techniques.
• Enter and verify data quickly and accurately to maintain system integrity.
• Prioritize multiple tasks, such as call handling, follow‑up emails, and data entry, while adhering to service level agreements.
• Collaborate with team members and supervisors to share insights and improve processes.
• Maintain consistent time management to meet daily call and productivity targets.

Required qualifications

• 1–40 years of experience in a call center or customer service environment.
• Demonstrated active listening and strong verbal communication abilities.
• Proficiency with CRM platforms and data‑entry tools.
• Excellent problem‑solving skills and a customer‑focused attitude.
• Ability to multitask effectively in a fast‑paced setting.
• Strong time‑management skills and reliable attendance record.

Nice to have

• Experience with sales or lead generation calls.
• Familiarity with industry‑specific software or support tools.
• Certification in customer service or call center operations.
• Bilingual or multilingual communication abilities.