Inbound Customer Support/Virtual Receptionist

Alarm Systems • Quincy, IL

48d • Onsite

About The Position

Midwest Answer is a niche answering service dedicated to delivering personalized, 24/7/365 client support. They tailor their call handling to align perfectly with each customer’s needs—whether that’s screening and forwarding calls, emergency dispatching, or handling after-hours messages. On-site Operators act as an extension of the client’s team, ensuring every caller receives professional, accurate, and friendly service. This position is for a motivated Customer Service Representative to join their team of Operators. As the first point of contact for clients’ customers, the representative will handle inbound calls, gather essential details, follow custom protocols, and ensure messages are delivered promptly and accurately. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in representing multiple businesses with a professional demeanor.

Requirements

• High School Diploma or Equivalent; college coursework preferred.
• Customer Service Experience: 1+ year in a call center, receptionist role, or customer-facing position (answering service experience is a plus).
• Strong Communication: Clear, professional phone etiquette; excellent grammar, spelling, and written skills for crafting messages and quick reports.
• Detail-Oriented: Ability to document complete, accurate, and concise information—no “text-speak.”
• Adaptable & Calm Under Pressure: Thrive in a fast-paced environment; able to handle multiple call types and shifting priorities.
• Tech-Savvy: Comfortable navigating phone systems, call software, CRM platforms, and basic troubleshooting (no specialist coding required).
• Team Player: Willing to learn from QA/coaching feedback, assist co-workers when needed, and maintain a positive attitude.
• Reliable & Punctual: Dependable attendance is crucial.
• Problem-Solving Mindset: Can think on your feet, ask the right questions, and escalate issues when necessary.

Nice To Haves

• college coursework preferred
• answering service experience is a plus

Responsibilities

• Answer & Screen Calls: Professionally answer inbound calls on behalf of our clients, using custom greetings and scripts tailored to each account.
• Gather Accurate Information: Collect caller details and document relevant notes clearly and completely.
• Follow Customized Protocols: Adhere to account-specific guidelines—dispatching on-call technicians, escalating emergencies, scheduling appointments, or simply taking messages.
• Maintain Call Flow Metrics: Strive for efficient ring times, hold times, and talk times while ensuring call quality and accuracy.
• Provide After-Hours Support: Handle after-hours and weekend calls according to each client’s unique protocols, including emergency dispatching when required.
• Update & Communicate: Enter information into the appropriate message pages or service tickets. Keep clients and internal teams informed of any issues.
• Display Empathy & Professionalism: Treat every caller with respect, patience, and a helpful attitude—balancing friendliness with urgency in emergency situations.
• Collaborate & Learn: Work closely with supervisors and peers to refine scripts, improve workflows, and participate in ongoing quality assurance (QA) and coaching sessions.

Benefits

• Competitive Pay & Shift Differentials: Base hourly rate plus shift differential for weekends.
• Comprehensive Training & Ongoing Coaching: One-on-one and group training to build your skills, including QA feedback to help you excel.
• Supportive Team Environment: Work alongside experienced Operators who value collaboration, comradery, and open communication.
• Medical and dental coverage
• Paid time off (vacation and sick time)
• 401(k) retirement plan with company match
• Double Pay for working Holidays
• Employee referral bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED