CPT-11567 EmPower+ Enrollment Caller Virtual Assistant

• Make outbound calls to homeowners using lists provided by the client
• Contact past customers, program referrals, and homeowners who respond to mail campaigns
• Answer inbound calls generated by the outreach and mail campaign
• Clearly explain the program and enrollment process to prospective participants
• Build rapport and establish trust with homeowners
• Answer questions within the scope of the approved script and procedures
• Address hesitation and concerns in a patient, friendly, and informative manner
• Encourage interested homeowners to move forward with the enrollment process
• Maintain professional and empathetic communication throughout each interaction

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Senior and Advanced Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: between 8:00 AM – 9:00 PM EST, within designated calling hours
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B Neutral English Accent
• REGION PREFERENCES: Philippines

• Conduct an initial eligibility screening during the call
• Confirm basic eligibility requirements, including:
  • Homeownership status
  • Whether the property is a 1–4 family home
  • Whether the homeowner holds a qualifying award letter or participates in programs such as HEAP, SNAP, SSI, Medicaid, or similar programs
• Explain the application requirements to eligible homeowners
• Walk homeowners through the application process
• Explain the documents and information required to complete the application
• Help homeowners understand the steps needed to submit their application
• Follow up with homeowners regarding outstanding information or documentation
• Maintain consistent follow-up until the application is submitted and approved
• Escalate questions or situations that require assistance from the client's team

• Log every outbound and inbound call and its outcome in Zoho CRM
• Maintain accurate homeowner contact information and enrollment status
• Document conversations, eligibility information, follow-up requirements, and next steps
• Track homeowners who have expressed interest but have not completed their application
• Monitor missing documents or information requiring follow-up
• Conduct timely and persistent follow-up with prospective applicants
• Keep CRM records complete, accurate, and up to date
• Communicate important updates or stalled applications to the client

• Follow the client's approved calling script and enrollment process
• Adhere strictly to designated calling hours
• Follow all Do-Not-Call procedures
• Immediately honor requests from homeowners not to receive further calls
• Follow all required disclosures
• Follow established call-recording procedures
• Maintain confidentiality when handling homeowner information and documents
• Escalate situations that fall outside the approved script, process, or VA's responsibilities
• Follow all client-provided compliance guidelines consistently

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• 2+ years of experience in phone sales, appointment setting, benefits enrollment, call center, customer service, or a similar phone-based role
• Outbound calling experience required
• Inbound call-handling experience preferred
• Excellent spoken English required
• Good written English required
• Level A – Neutral English accent preferred
• Experience in benefits enrollment or eligibility-based programs strongly preferred
• Experience assisting customers with applications and document collection is a plus
• CRM experience required
• Zoho CRM experience preferred
• Experience working with scripts and compliance-sensitive calling procedures preferred
• Spanish-speaking is a plus, not required
• Experience working with older customers or individuals requiring additional assistance is a plus

• Experienced in phone sales, appointment setting, benefits enrollment, or call center operations
• Confident and comfortable making outbound calls and receiving inbound calls
• Excellent spoken English with a neutral accent
• Good written English skills
• Patient, friendly, and professional when communicating with homeowners
• Comfortable speaking with older homeowners and families on fixed incomes
• Strong ability to build rapport and establish trust over the phone
• Able to move hesitant prospects toward completing an application without using an aggressive sales approach
• Persistent and highly organized with excellent follow-through
• Detail-oriented when collecting information and tracking documentation
• Disciplined in following scripts, workflows, and compliance requirements
• Comfortable working with a CRM and maintaining accurate records
• Able to manage multiple prospects and follow-up requirements independently
• Spanish-speaking is a plus, not required
• Able to understand when an issue should be escalated rather than providing information outside the approved process

• Zoho CRM
• VoIP / Outbound Calling Systems
• Call Recording Platforms
• Email
• Document Management Tools

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: between 8:00 AM – 9:00 PM EST, within designated calling hours

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement