* This position is fully remote. See working conditions for more. *
'Hablas español y inglés? Estás ansioso para avanzar tu carrera y eres positivo y profesional? Ruby es tu nuevo hogar!'
(Do you speak Spanish and English? Are you excited to advance your career and are you a positive and professional individual? Ruby can be your new home!)
If your true calling is to make other people’s day, we want to hear from you! Every day we come ready to fight the good fight against impersonal service and automated voice systems. We embrace the charge to help our thousands of small business customers grow their businesses and ultimately to do our part to make the world a better place. If this mission is important and resonates with you, come grow with us!
Arizona: Starting wage and pay rate increase scale based on tenure with a $1.00 pay differential for our Bilingual Virtual Receptionists!
0-3 months $16.75 | 3-6 months $17.50 | 6-12 months $18.50 | 1 year $19.50 and it only gets better from there!
Shift and Schedule Availability:
- Monday-Sunday
- Fulltime
- Part–time starting at 20-32hrs.
What is a Ruby Virtual Receptionist?
Our proprietary technology enables us to be a virtual extension of our customers’ teams 24/7/365 and make a direct impact on their businesses every day. If you’re a speedy typer who loves tech, and customer service, read on!
On any given day, you could be taking a message for an attorney in one interaction, to connecting a caller with their wedding planner in another. You will be speaking with folks from all walks of life across a variety of industries – the only thing that remains the same is your welcoming tone. We give our customers the personalized service and interactions they deserve, making meaningful connections that help their businesses grow and thrive.
Bilingual Expectations
- There will be an assessment of your Spanish speaking skills. If by chance you do not pass the assessment you will be considered for our standard non-bilingual virtual receptionist role. In order to be considered you will have to apply for the Virtual Receptionist position within the region you reside.
- Typing speed: 20-25 WPM is preferred, and ability to pass a Spanish Assessment at a pass/fail threshold of 60%.
- Must be able to translate written instructions to spoken Spanish.
- Must be able to converse using formal professional Spanish when communicating/speaking with callers.
- There will be Spanish specific training provided in addition to our standard training program.
- The bilingual role is a duality of both the English and Spanish speaking queues. The mix of calls will vary based on the volume of incoming calls. Requiring our Bilingual Virtual Receptionists to be responsible to handle both queues. With Spanish calls being given top priority but may vary based on business needs.
What You’ll Be Accountable For
- Adhere to Ruby’s call-handling expectations, accurately completing over 200 calls per day, limiting personal bias while answering calls professionally.
- Create exceptional caller experiences that delight and WOW by seeking opportunities to make meaningful connections with customers and callers.
- Maintain accuracy, mindfulness, and a strong attention to detail in written communication. Cross “T’s” and dot “I’s,” use proper spelling, grammar, and logical message composition. Communicate professionally and with personality.
- Multi-task in a fast-paced, technology-rich environment. Toggle between two screens and utilize multiple applications simultaneously, while delivering exemplary caller experiences.
- Precisely and consistently follow call-handling instructions on every call. Provide detailed, accurate notes and messages from callers, and take ownership of mistakes when they happen.
- Adhere to role metrics and call handling expectations in support of dept. KPI’s.
- Ability to adapt and evolve in our rapidly growing bilingual services division.
Your Work DNA
You are tech-savvy and can multi-task navigating multiple screens and systems, while seamlessly navigating a conversation with a caller or customer live and in real-time.
- You are positive and professional with a high degree of emotional intelligence. Your can-do attitude is amplified when you are handling multiple tasks at once.
- You diligently follow instructions yet are comfortable going off-script when the situation calls for it. You take pride in representing our customers and providing a fantastic virtual first impression for a wide variety of businesses from attorneys to healthcare offices.
- Your laser-focus and high attention to detail allow you to accurately depict the spirit of a message, while distilling the content to ensure it is concise, relevant, and meaningful to coworkers and to the customer. You are incredibly well-written.
- You are a team player, both reliable and present in your role. Your Coach and teammates can count on you to do what you say you’ll do.
Your Background
- Bilingual Spanish/English is required!
- Willing and able to deliver service to a variety of industries without bias and with empathy
- Enjoys technology and adept at using and troubleshooting in new and complex systems
- Skilled at navigating difficult interactions while remaining professional and service-oriented
- Remote working experience a plus!
Preferred qualifications for the Virtual Receptionist are:
- 6 months experience in a call center or heavy call volume role
- 3 years experience in a professional/administrative role with light call volume
- 3 years experience in a heavy customer-facing role as a Manager, Supervisor, or Lead
Requirements for Working Remotely
- Internet bandwidth to support systems and applications remotely
- Run a speed test to test your internet - any site will do! This one works well: https://www.speedtest.net/
- Minimum required speeds: 20 mbps download / 5 mbps upload (10 mbps recommended)
- *Satellite or wireless internet does not allow sufficient bandwidth*
- Direct access to your router via Ethernet cable (Ethernet cable will be provided; best connection <50 ft. but can go up to 100 ft.)
- Dedicated workspace with limited distractions
- Ability to maintain a predictable and consistent schedule
- All equipment will be provided PLUS monthly internet subsidy will be provided
This is a coverage position that requires the ability to work a predictable and consistent set schedule. It requires the ability to sit/stand and work at a computer for extended periods of time, using finger/hand dexterity to manipulate a keyboard/mouse in a fast-paced, high-volume environment. It requires the ability to communicate effectively with a diverse audience in person, by phone, and by computer.
Requirements for Training Remotely –Training Schedule 7:30 – 3pm PST Spring & 8:30am-4pm Fall MST for a period of 12 business days total
- Training requires being present, on time, and fully engaged during the training period in your first 12 days. Any absence in this training period may impact your ability to continue employment with Ruby.
- Approximately 30 hours of training is self-paced learning, completing e-learning courses on your own and coming together with the class to discuss and apply the learning. Self-discipline is a must to be successful during training!
- Training will be conducted in a remote environment with various trainers providing hands-on support for all aspects of the virtual receptionist role for you and your classmates. After completing initial training, you will have dedicated support weekly with observations and feedback on your performance and access to in the moment help as needed.
- Technology infrastructure is also key to your success. Ensure all equipment has arrived and is connected and ready for use on your first day. Notify appropriate contacts if there are issues with equipment or setup. If your technology is not set up prior to training, it will impact your ability to be successful. (Contact list provided)
Work Environment
Normally work takes place in an open office, call center environment with a diverse employee population. Due to COVID-19, we have transitioned into a fully remote environment. If folks are productive and happy working from home and are located in one of the states, we currently employ hourly folks (AZ), this may be for you. In order to meet the demands of running our technology remotely, remote Receptionists need to have internet bandwidth sufficient to run our systems, listed above. There may be an option to return to an onsite office if you choose to do so, there are some Covid-19 Safety requirements you will need to adhere to. Please see below.
COVID-19 Safety
We are committed to providing a safe and healthy work environment for all Rubys. For those that work in office, we are implementing safety protocols to ensure that we are doing our part to keep those who work in our offices safe and help stop the spread of COVID-19.
We will be entering a phased reopening beginning in Winter/Spring 2022 and intend to require proof of vaccination for employees who work in an office site. For those that desire to work for Ruby but are not able to provide proof of vaccination, working remotely continues to be an option.
Ruby Receptionists is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, state or local laws. We support and encourage diversity!
Ruby participates in the federal E-Verify program in certain locations as required by law to verify new employees’ authorization to work in the United States. Feel free to ask us about this if you have any questions~