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Call Listener Jobs in Merced, CA (NOW HIRING)

Independent Living Systems

Contact Center Agent

Mariposa, CA · On-site

$17 - $23/hr

... listening, identifying needs, resolving concerns, and education on available programs, benefits and services, and processes. * Document call details, update member records, and utilize contact center ...

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Call Listener information

See Merced, CA salary details

$11

$18

$26

How much do call listener jobs pay per hour?

As of Aug 15, 2026, the average hourly pay for call listener in Merced, CA is $18.92, according to ZipRecruiter salary data. Most workers in this role earn between $16.25 and $20.29 per hour, depending on experience, location, and employer.

What are some common challenges faced by call listeners, and how can they effectively manage them?

Call Listeners often encounter challenges such as handling emotionally charged conversations, maintaining focus during long shifts, and accurately recording information under time constraints. To manage these challenges, it's important to develop strong active listening skills, practice self-care to avoid burnout, and utilize organizational tools or templates for note-taking. Regular team debriefings and support from supervisors also help Call Listeners process difficult calls and continuously improve their performance.

What are the key skills and qualifications needed to thrive as a call listener, and why are they important?

To thrive as a Call Listener, you need strong active listening, attention to detail, and communication skills, often supported by a high school diploma or equivalent. Familiarity with call center software, customer relationship management (CRM) systems, and basic computer proficiency is typically required. Patience, empathy, and the ability to remain calm under pressure are crucial soft skills in this role. These abilities ensure accurate information capture, provide support to callers, and contribute to positive customer or client experiences.

What is the difference between Call Listener vs Call Center Agent?

AspectCall ListenerCall Center Agent
Primary RoleMonitoring and analyzing calls for quality assuranceHandling customer inquiries and providing support
Required SkillsActive listening, communication, analytical skillsCommunication, problem-solving, customer service
Work EnvironmentCall monitoring rooms, quality assurance departmentsCall centers, customer service departments
CertificationsNone typically required, but quality assurance training helpfulCustomer service certifications often preferred

While Call Listeners focus on monitoring and evaluating calls to ensure quality standards, Call Center Agents directly interact with customers to resolve issues and provide assistance. Both roles are essential in customer service operations but differ in responsibilities and daily tasks.

What does a call listener do?

A Call Listener is responsible for monitoring and evaluating phone calls, typically within customer service or call center environments. Their main tasks include listening to recorded or live calls to assess the quality of customer interactions, ensuring compliance with company policies, and identifying areas for improvement. Based on their evaluations, they provide feedback to staff and help develop training programs. This role is important for maintaining customer satisfaction and upholding service standards.

What are popular job titles related to Call Listener jobs in Merced, CA?

For Call Listener jobs in Merced, CA, the most frequently searched job titles are:

What job categories do people searching Call Listener jobs in Merced, CA look for?

The top searched job categories for Call Listener jobs in Merced, CA are:

What cities near Merced, CA are hiring for Call Listener jobs?

Cities near Merced, CA with the most Call Listener job openings:

Call Listener jobs near you

Contact Center Agent

Independent Living Systems

Mariposa, CA • On-site

$17 - $23/hr

Full-time

Posted yesterday

New

Independent Living Systems rating

6.5

Company rating: 6.5 out of 10

Based on 9 frontline employees who took The Breakroom Quiz

Job description

We are seeking a Contact Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Contact Center Agent will serve as an essential point of contact between members, healthcare providers, and administrative teams. The Contact Center Agent’s primary objective is to deliver exceptional customer service by efficiently managing both inbound and outbound calls, addressing inquiries, scheduling appointments, and resolving concerns with professionalism and empathy. The Contact Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Contact Center Agent must handle a high volume of calls while maintaining a calm and courteous demeanor, ensuring that each interaction supports positive member experiences and organizational goals. Ultimately, the Contact Center Agent’s efforts will help facilitate effective communication and support the delivery of quality health and social care to vulnerable populations.

Minimum Qualifications:

  • High School Diploma or GED.
  • Proven experience working in a contact center environment, preferably within healthcare or a related field.
  • Ability to manage high volume contact center demands.
  • Familiarity with inbound and outbound customer service processes and phone systems.
  • Basic clerical experience and technical knowledge including accurate data entry and record keeping.
  • Ability to work flexible hours to accommodate contact center shifts.
  • Strong interpersonal and communication skills with the ability to engage with diverse populations.

Preferred Qualifications:

  • Associate's degree
  • Experience specifically in healthcare services or medical contact centers.
  • Experience with Microsoft Office Suite
  • Knowledge of healthcare terminology and member privacy regulations such as HIPAA.
  • Certification in customer service or contact center operations.

Responsibilities:

  • Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
  • Handle a high-volume of inbound and/or outbound calls, providing accurate information on healthcare services, scheduling, and member and provider inquiries in a professional, courteous, compassionate and empathetic manner.
  • Provide accurate, timely, and high-quality support through active listening, identifying needs, resolving concerns, and education on available programs, benefits and services, and processes.
  • Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions.
  • Collaborate with internal and external stakeholders to resolve issues and escalate concerns when needed.
  • Ensure compliance with healthcare regulations, service level agreements, organizational policies, and confidentiality standards in all communications.
  • Maintain established standards for schedule adherence, attendance, quality, member and provider satisfaction, and performance (including average handle time, after call work time, and outreach targets).
  • Demonstrate professionalism through reliability, teamwork, strong work ethic, initiative, organization, and ongoing participation in training and professional development.
  • Perform other duties as assigned.

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