Call Centre Representative

Call Centre Representative

DLN Consulting Group ·

About DLN Consulting Group

DLN Consulting Group is a healthcare operations, technology, data, and workforce solutions firm founded in 2011. We partner with organizations nationwide to deliver strategic consulting services that drive operational excellence and meaningful outcomes. Our people are our greatest asset — and we are committed to building a team that reflects our values of integrity, service, and professionalism.

Position Summary

DLN Consulting Group is seeking a confident, professional, and client-focused Call Centre Representative to handle high-volume inbound and outbound calls on behalf of our organization. In this role, you will be the voice of DLN — connecting with clients, answering inquiries, resolving concerns, and ensuring every caller feels heard, helped, and valued. This role is ideal for someone with strong phone communication skills and a passion for delivering outstanding service.

Requirements

Key Responsibilities

• Handle a high volume of inbound and outbound calls in a professional and courteous manner
• Respond to client inquiries regarding DLN’s services, programs, scheduling, and processes
• Accurately capture and log call details, client information, and outcomes in the CRM system
• Resolve client concerns efficiently, escalating complex issues to supervisors when necessary
• Follow established call scripts and protocols while adapting naturally to each conversation
• Schedule appointments, callbacks, and follow-ups as needed
• Meet or exceed key performance indicators including call handling time, resolution rate, and customer satisfaction scores
• Conduct outbound calls for follow-ups, appointment reminders, and client outreach campaigns
• Identify and report recurring client concerns or feedback trends to management
• Maintain professionalism and composure during challenging or sensitive conversations

Benefits

• Competitive hourly pay commensurate with experience
• Remote/hybrid work flexibility
• Health, dental, and vision benefits
• Paid time off and company holidays
• Ongoing training and performance coaching
• Supportive, team-driven work environment