Corporate Call Agent

Location: Painted Post, NY
Work Arrangement: Hybrid – 3 Days On-site / 2 Days Remote (Schedule Determined by Team)
Schedule: Monday – Friday, 8:00 AM – 5:00 PM EST
Overtime: Not Anticipated

Position Overview

The Corporate Call Agent is responsible for serving as the first point of contact for internal and external callers to the organization. This position operates the corporate switchboard, answers incoming calls professionally, identifies caller needs, and accurately routes or transfers calls to the appropriate employee, department, location, or external number.

The ideal candidate demonstrates excellent communication skills, professionalism, attention to detail, and the ability to manage a high volume of calls while providing a positive customer experience.

Key Responsibilities

Call Handling & Customer Service

• Answer and manage incoming calls through the corporate switchboard in a courteous, professional, and timely manner.

• Greet callers, identify their needs, and determine the appropriate employee, department, or location for routing.

• Accurately transfer calls to internal extensions, external phone numbers, voicemail, or designated support lines.

• Provide basic company information, including department contacts, office locations, operating hours, and general directions, when appropriate.

• Handle misrouted, disconnected, or unresolved calls by identifying alternate contacts or escalating as needed.

• Maintain a professional and customer-focused approach when handling high call volumes or difficult callers.

Call Routing & Switchboard Operations

• Maintain current knowledge of company departments, organizational structures, employee directories, and escalation contacts.

• Monitor shared call queues and ensure calls are answered or redirected within established service-level expectations.

• Escalate urgent, sensitive, security-related, or emergency calls according to established procedures.

• Minimize abandoned, dropped, or unresolved calls through accurate routing and timely follow-up.

• Utilize telephone systems, softphone applications, and call center software to manage incoming communications.

Documentation & Administrative Support

• Accurately record call details, messages, and service requests when required.

• Update employee contact directories and call-routing documentation.

• Support administrative and shared services activities as assigned.

• Maintain confidentiality when handling employee, customer, vendor, and business information.

• Follow company policies, call-handling procedures, quality standards, and attendance requirements.

Required Qualifications

Education & Experience

• High school diploma or equivalent required.

• Previous experience in customer service, call center operations, reception, switchboard operations, shared services, or administrative support preferred.

Required Skills

• Strong verbal communication, active listening, and interpersonal skills.

• Professional, courteous, and customer-focused telephone presence.

• Ability to remain calm and effective when managing high call volumes or challenging callers.

• Strong multitasking, prioritization, and time management skills.

• Ability to work efficiently in a fast-paced environment.

• Basic computer proficiency, including Microsoft Office, email, directory tools, and telephone/softphone systems.

• Excellent attention to detail and accuracy when documenting messages and transferring calls.

• Ability to maintain confidentiality and exercise sound judgment.

• Strong organizational and problem-solving skills.

Preferred Qualifications

• Experience operating multi-line telephone systems or corporate switchboards.

• Familiarity with call center platforms such as Cisco Finesse or Cisco Webex.

• Experience supporting corporate, healthcare, financial services, retail, hospitality, or shared services environments.

• Experience managing high-volume inbound calls and call queues.