Appointment Setter

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JOB INFO

Job Title

Appointment Setter & Customer Services

JobID

JULJEN1

Industry

Healthcare IT

Location

LATAM Only

Status

Full Time

Work Schedule

Monday - Friday, 10am to 6pm

Pay rate

$1000 per month - Paid Bi-weekly

Target Start

ASAP

JOB DETAILS

About the Company

The client provides comprehensive IT solutions tailored for healthcare organizations, including services such as cybersecurity, network architecture, cloud migrations, and HIPAA compliance. With a focus on supporting multi-location medical practices, the client helps streamline operations and enhance data security across systems. Their mission is to deliver reliable, scalable technology that enables healthcare providers to focus on patient care.

About the Role

We are seeking a motivated and customer-oriented Appointment Setter & Customer Service Representative to join our team. In this role, you will be a primary point of contact for clients and prospects — making and receiving calls, creating and managing support tickets, routing or escalating issues, and ensuring data integrity. Your work will support both our sales pipeline and our customer support operations, helping MDTASK scale while maintaining high customer satisfaction.

Key Responsibilities

Outbound and Inbound Calls

• Make calls to prospects to qualify leads and schedule appointments with sales or technical teams.
• Answer inbound calls from customers, understand their needs, and provide first-level assistance.
• Confirm, reschedule, or follow up on appointments as needed.
  
  

Ticket Management

• Create support tickets for customer-reported issues.
  Log detailed information about customer problems, including contact details, issue description, and urgency.
• Route tickets to the correct internal teams (technical support, engineering, sales, etc.).
• Escalate high-priority or unresolved cases in accordance with internal escalation procedures.
  
  

Troubleshooting & Problem-Solving

• Provide first-tier troubleshooting for common technical problems.
• Use knowledge bases, internal documentation, or consult subject-matter experts when necessary.
  Follow up with customers to ensure resolution or to communicate status updates.
  

Data Entry & Record-Keeping

• Enter and maintain accurate customer data in CRM and ticketing systems.
• Update contact information, call notes, and ticket statuses.
  Ensure the integrity and cleanliness of customer data (duplicates, missing fields, etc.).
  
  

Reporting & Spreadsheets

• Generate periodic reports (daily/weekly) on call volume, appointments set, ticket backlog, escalations, etc.
• Use spreadsheets (e.g., Excel, Google Sheets) to track metrics, create dashboards, and analyze trends.
• Share insights with management to help improve processes.
  
  

Contact Verification & Qualification

• Verify contact information when engaging with new or existing clients.
• Qualify leads based on predefined criteria (e.g., company size, technology needs, budget).
• Maintain clean and up-to-date lead lists and contact databases.
  
  

Collaboration

• Work closely with sales, engineering, and support teams to coordinate appointments and service delivery.
• Communicate customer pain points, trends, and feedback to relevant stakeholders.
  Participate in team meetings, training sessions, and continuous improvement initiatives.
  
  

Customer Experience

• Provide a friendly, professional, and empathetic customer experience.
• Manage customer expectations and follow-up communication proactively.
• Help maintain high customer satisfaction and retention by ensuring fast, accurate responses.

Qualifications

• High school diploma or equivalent; Bachelor's degree preferred.
• 1–2 years of experience in appointment setting, customer service, or inside sales (ideally in a tech/IT environment).
• Strong verbal and written communication skills.
• Comfortable making high-volume phone calls and handling rejections.
• Excellent problem-solving skills and the ability to think on your feet.
• Experience with data entry, spreadsheets (Excel/Google Sheets), and CRM systems.
• Ability to multitask, prioritize, and manage time effectively.
• Customer-focused attitude with a professional phone presence.
• Familiarity with ticketing systems or helpdesk tools is a plus.