High Volume Phone Representative (Temp) - Nashville, TN

Start Date - ASAP

End Date - Mid-September 2026 (based on call volume & opportunity to extend)

Pay rate - $15-$17/hour

Schedule - 40 hours/week; 8:00 am - 5:00 pm CT

Location - Nashville, TN (Teleworking available)

Virtual Inc. is looking for (High Phone Call Volume) Customer Service Representative within our Regulatory Operations team! The ideal candidate will be passionate about delivering timely and efficient service excellence and will bring a positive experience to all interactions with our clients. If this sounds like a fit for you, read on!

Summary: This position will work with the team to provide exceptional service to Virtual, Inc. clients and applicants by answering calls and responding to client and applicant inquiries professionally and promptly. As well as assisting with client reporting and working on special projects as needed.

The Customer Service position works with the team to help ensure that every client we serve achieves or exceeds its strategic objectives.

This position allows telework with potential monthly in-office meetings/work in our Nashville, TN office.

Here's what you'll do:

• Engage with clients over the phone to address their inquiries, provide product/service information, and resolve any issues they may encounter.
  • Answer 80 -100 incoming calls a day
  • Maintain an average talk time of 4 minutes or less
• Demonstrate empathy and patience in every interaction, ensuring that clients feel heard and valued
• Document all customer interactions accurately and thoroughly in our CRM system, maintaining detailed records of client communications
• Collaborate with other team members to identify opportunities for process improvement and enhance the overall customer experience
• Act as a brand ambassador for our company, embodying our core values of integrity, excellence, and customer-centricity in every interaction.

As our next Customer Service Representative, you will bring:

• Fluent in English. Spanish is helpful, but not necessary
• Passion for delivering exceptional customer service
• Strong communication skills, with the ability to convey information clearly and effectively over the phone
• Previous experience in customer service, call center, or related field preferred
• Proficiency in using CRM software and other relevant computer applications; Microsoft Office Suite
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment
• Genuine desire to help others and make a positive impact on our clients' lives
• A team-player attitude
• Proven ability to drive process improvement and comfortably implement new tools and software
• Adaptability; the ability to change priorities as business changes occur
• Customer service background
• Good problem-solver with an analytical mind
• Sense of urgency.

About Virtual Inc:  

Virtual Inc. was founded in 1999 and is headquarted in Wakefield, MA.

We are more than a professional services firm. We've helped some of the world's leading global membership organizations Make Their Mark on the World. Whether bringing new groups to life or getting existing groups unstuck, we deliver extraordinary results and game-changing growth for our global portfolio of clients; a lineup of who's who of tech leaders, standards trailblazers, certification bodies, open-source powerhouses, and professional societies - many comprised of some of the largest brands in the world.

At Virtual, you'll be part of a team that truly lives its values every day - trust, respect, inclusion, innovation, service excellence, empowerment, teamwork, generosity, and fun - and it's why we've been recognized twice as a Best Place to Work.