Job description
Who We Are
Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.
As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.
What You'll Do
As a Customer Service & Scheduling Concierge, you'll not only handle standard customer interactions but also manage complex project and staff scheduling to ensure operational efficiency across our client accounts. Responsibilities include:
Customer & Phone Support
Answer all incoming calls promptly and professionally.
Handle overflow calls courteously, providing solutions and guidance.
Advanced Scheduling & Resource Coordination
Manage and optimize schedules for clients and internal staff, including technicians, project teams, or appointment-heavy services.
Reassign appointments or tasks as needed due to cancellations, no-shows, or resource conflicts.
Proactively adjust schedules to maximize staff utilization and ensure client needs are met.
Coordinate with multiple stakeholders (customers, technicians, project staff) to resolve scheduling conflicts quickly.
Customer Communication
Confirm appointments and updates with customers via phone, email, and SMS.
Follow company Standard Operating Procedures (SOPs) for professional and consistent communication.
SMS & Email Management
Send, monitor, and respond to messages promptly and accurately.
Administrative Support
Perform other administrative tasks as directed.
Apply discretion and sound judgment in all customer-facing communications.
Who You Are
Minimum 2 years of experience in a customer-facing or scheduling-heavy role (email, chat, phone).
Experience in HIPAA-regulated, healthcare, legal, or appointment-heavy environments is a strong plus.
Skilled in scheduling and communication platforms like Google Calendar, Calendly, RingCentral, Klara, OhMD, GoHighLevel, SimplePractice, or similar tools.
Preferred: Experience in workforce management or resource allocation.
Excellent spoken and written English, including clear, natural American English with occasional casual language where appropriate.
Friendly, empathetic, solution-oriented, and able to troubleshoot problems quickly.
Proactive, adaptable, and capable of managing complex scheduling scenarios under pressure.
Technical Requirements
Internet connection: High-speed internet required; minimum 20 Mbps or fiber connection.
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.
Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled.
Not permitted: Chromebooks (ChromeOS), tablets, and mobile devices are not supported and cannot be used for this role.
RAM: Minimum 8 GB (16 GB preferred).
Noise-canceling headset.
Power and internet backup required.
Rates and Expectations
Work Setup: Remote
Part-time Role
Rate: PHP 46,000 - 47,000
Channel Support: Primarily Phone, with Email or Chat as needed depending on assignment
Timezone: Eastern or Pacific
If you're organized, detail-oriented, and love keeping projects running smoothly, apply through our Careers Page. Only applications submitted via the careers form will be considered.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.