Call Center Representative

Call Center Representative - Customer Support Location: Sandy Springs, GAEmployment Type: Full-Time (Part-Time available after training)Compensation: Starting at $16.50/hour, with growth up to $19.50/hour within 6 monthsOverviewJoin a fast-paced, results-focused patient access team where your ability to connect with people, understand their needs, and guide meaningful conversations can make a measurable difference.You'll speak with people who have already expressed interest in Serenity and are looking for help. Your role is to listen, understand what brought them to us, answer questions, work through concerns, and help them feel comfortable taking the next step by scheduling an appointment.This is more than answering phones and booking appointments. Every conversation is an opportunity to understand someone's needs, remove barriers, and help them move forward.You'll work within proven conversation frameworks and processes while learning how to adapt your approach to the individual on the other end of the phone.If you're curious, motivated, coachable, comfortable connecting with people, and enjoy working toward clear goals, you may be a great fit.No industry-specific experience required. We provide paid training, ongoing coaching, and the tools you'll need to succeed.What You'll DoHandle a high volume of inbound calls from prospective and existing patients who have already expressed interest in SerenityBuild trust through active listening, thoughtful questions, and a genuine effort to understand each person's needsTurn inbound interest into scheduled appointments by helping callers understand their options and determine the right next stepNavigate questions, hesitation, and concerns by identifying barriers and working with callers to find appropriate solutionsEducate callers about Serenity's services, available options, and what they can expect from their experienceUse proven conversation frameworks and workflows while adapting naturally to each individual and situationHelp callers understand the value of moving forward with care when Serenity is a good fit for their needs and overcome any objections they may haveTake ownership of each interaction and help create a smooth experience from the initial conversation through schedulingAccurately document conversations and patient information in our CRM and scheduling systemsReview your performance, apply coaching, and continuously develop your communication and patient engagement skillsWhat This Role Feels LikeFast-paced and engaging. You'll have conversations throughout the day with people from different backgrounds, personalities, and situationsGoal-oriented. You'll have clear expectations and be able to see how your individual contributions support patients and the team's overall successHighly supported. You'll receive regular coaching, feedback, and opportunities to develop new skillsStructured without being scripted. We provide proven frameworks and processes, but meaningful conversations require listening, curiosity, and adaptabilityPurposeful. The outcome isn't simply an appointment on a calendar. You're helping someone take an important step toward getting the care they needWhat We're Looking ForHigh school diploma or GEDStrong communicator who enjoys connecting with people and building rapportNaturally curious and willing to ask thoughtful questions to better understand someone's situationComfortable guiding conversations and helping people evaluate their optionsMotivated by clear goals and opportunities to improveOpen to coaching, feedback, and learning new approachesAble to remain engaged and solution-focused when conversations are challenging or don't go as expectedAble to balance empathy, professionalism, and clear communication when working through concernsComfortable working on the phone throughout the day in a high-volume environmentStrong attention to detail and the ability to accurately document information while staying engaged in the conversationComfortable learning new technology, CRM platforms, and scheduling systemsBackgrounds That Can Be a Great FitYou don't need healthcare experience to succeed here. Great candidates can come from many environments where they've learned how to connect with people, understand needs, communicate value, work toward goals, and create positive experiences, including:Hospitality and restaurantsRetail and wirelessFitness and membership-based businessesAdmissions and enrollmentCustomer retentionCall centersHigh-touch customer serviceAppointment settingOther fast-paced, goal-oriented environmentsWhat matters most is your ability to connect with people, willingness to learn, curiosity, and commitment to getting better.About YouYou enjoy connecting with people, but more importantly, you're interested in understanding them.You listen carefully and aren't afraid to ask another question when someone's first answer doesn't tell the whole story. When someone is uncertain, you want to understand why and help them explore their options.You appreciate having clear goals and knowing how you're doing. You see feedback and coaching as opportunities to develop your skills.You can follow a proven process without making a conversation feel scripted, and you understand that the best interactions feel natural, personal, and focused on helping someone make an informed decision.Most importantly, you take ownership of the experience. You don't simply complete interactions. You help people move forward.Training & SchedulePaid training required: 4 consecutive weeks, 40 hours per weekAfter training, flexible scheduling with full-time or part-time options availableOngoing coaching and development designed to strengthen your communication, problem-solving, and patient engagement skillsCompensation & BenefitsStarting at $16.50/hour with growth up to $19.50/hour within 6 months$1.00/hour bilingual differential (Spanish/English)Health, dental, and vision coverage (majority employer-paid)401(k) retirement planPaid time off: 10 days to start, increasing to 15 after the first year, plus 10 paid holidaysFlexible scheduling optionsOpportunities to develop new skills and grow into leadership and other roles within SerenityAbout SerenitySerenity is a leading healthcare company focused on helping people access innovative mental health treatment.Our Patient Access team is often the first meaningful conversation someone has with Serenity. That makes this role critical.You'll help people who have already reached out for help understand their options, work through barriers, and take the next step toward care when Serenity is right for them.Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.