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Virtual Call Center Agent Jobs in Provo, UT (NOW HIRING)

ZAGG, Inc.

Director, Customer Care

Midvale, UT · On-site

... call center. * Partner with leadership on the phased rightsizing plan, translating projected and ... Serve as the internal owner of the Decagon AI agent across chat, voice, and email, including ...

1-800 Contacts

Customer Success Advocate

Draper, UT · On-site +1

This is NOT just another call center job... apply today to become a part of our amazing company and ... virtual work environment. * Provide top-tier service : Deliver exceptional customer service in a ...

SoFi

Senior Dialer Analyst

Cottonwood Heights, UT · On-site

Monitor agent status in real-time to maximize productivity and reduce idle time. Analytics ... Experience working in a fast paced, collections call center environment * Some knowledge of ...

LifeWave Careers

Customer Service Representative

Draper, UT · On-site

$15 - $20.25/hr

Remain engaged in all training sessions--whether in-person or virtual--to continuously refine your ... Experience: 2+ years in customer service (call center experience is a plus!). * Language Skills:

LifeWave Careers

Customer Service Representative

Draper, UT · On-site

$15 - $20.25/hr

Remain engaged in all training sessions--whether in-person or virtual--to continuously refine your ... Experience: 2+ years in customer service (call center experience is a plus!). * Language Skills:

1-800 Contacts

Customer Success Advocate

Draper, UT · On-site +1

$15 - $21/hr

This is NOT just another call center job... apply today to become a part of our amazing company and ... virtual work environment. * Provide top-tier service : Deliver exceptional customer service in a ...

Lion Energy

Customer Service Representative

American Fork, UT · On-site

$14.25 - $19.50/hr

Position Summary Lion Energy is seeking a knowledgeable and customer-focused Customer Service Agent ... Technical support or call center experience in a consumer electronics or energy-related industry.

Lion Energy

Customer Service Representative

American Fork, UT · On-site

$14.25 - $19.50/hr

Position Summary Lion Energy is seeking a knowledgeable and customer-focused Customer Service Agent ... Technical support or call center experience in a consumer electronics or energy-related industry.

Travel + Leisure Co.

Marketing Appointment Setter

Sandy, UT · On-site

$60K - $90K/yr

... call center, or marketing experience Ability to overcome challenges and objections Must possess or be willing to obtain a valid Utah Timeshare Agent license Strong client focus Ability to work in a ...

Travel + Leisure Co.

Marketing Appointment Setter

Sandy, UT · On-site

$60K - $90K/yr

... call center, or marketing experience · Ability to overcome challenges and objections · Must possess or be willing to obtain a valid Utah Timeshare Agent license · Strong client focus · Ability to ...

Lendingclub Corporation

Collections Specialist

Lehi, UT

$22 - $25/hr

High school diploma or GED equivalent required Virtual (Work from Home) Considerations: LendingClub ... Must be able to function effectively in a dynamic fast-paced call center environment where natural ...

LendingClub Bank

Collections Specialist

Lehi, UT · On-site

$22 - $25/hr

High school diploma or GED equivalent required Virtual (Work from Home) Considerations: LendingClub ... Must be able to function effectively in a dynamic fast-paced call center environment where natural ...

CardWorks

Collections Specialist I

South Jordan, UT · On-site

$17.75 - $23.75/hr

... agent, and external agency management. Position Summary: The Collections Specialist I is ... One (1) or more years of experience in collections, customer service, or a call center environment ...

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All JobsCall Center Agent JobsVirtual Call Center Agent JobsVirtual Call Center Agent Jobs in Provo, UT

Virtual Call Center Agent information

See Provo, UT salary details

$10

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$23

How much do virtual call center agent jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for virtual call center agent in Provo, UT is $16.48, according to ZipRecruiter salary data. Most workers in this role earn between $13.80 and $18.17 per hour, depending on experience, location, and employer.

What is a virtual call center agent?

Virtual Call Center Agents are customer service representatives who work remotely, usually from home, to handle inbound or outbound calls for a company. They provide assistance, answer questions, resolve issues, and often process orders or offer technical support, depending on the employer's needs. These agents use internet-based communication tools and customer service software to interact with customers and manage their workflow. The virtual setup allows businesses to offer flexible support hours and tap into a wider pool of talent.

What does a virtual call center agent do?

A virtual call center agent provides customer support remotely via a number of different forums, from email to phone calls to online chat. Some specialize in sales, technical issues, or telemarketing. Employees also work with different support levels, depending on expertise and experience. You are typically the first point of contact with the public. Your duties involve responding to inbound calls and providing further instructions or followup in outbound communications. The job is usually full-time with some employers offering 24/7 support. A representative must document each case accurately and completely to assist other team members who get involved with each issue.

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

To thrive as a Virtual Call Center Agent, you need strong communication skills, proficiency in customer service, and typically a high school diploma or equivalent. Familiarity with call center software, CRM systems, and VoIP technology is important for managing customer interactions efficiently. Excellent listening skills, patience, and the ability to multitask help agents deliver positive customer experiences and resolve issues promptly. These skills ensure high-quality service, customer satisfaction, and effective problem-solving in a remote environment.

How do virtual call center agents typically manage communication and collaboration with remote team members?

Virtual Call Center Agents often rely on a combination of digital tools, such as instant messaging platforms, video conferencing, and shared dashboards, to stay connected with their team and supervisors. Regular team meetings and one-on-one check-ins help agents align on goals, share best practices, and address challenges in real time. While working remotely can feel isolating at times, most organizations foster a supportive environment through virtual team-building activities and transparent communication channels, ensuring agents feel included and informed.

What is the difference between Virtual Call Center Agent vs Customer Service Representative?

AspectVirtual Call Center AgentCustomer Service Representative
CredentialsHigh school diploma or equivalent; sometimes certifications in customer serviceHigh school diploma or equivalent; customer service certifications optional
Work EnvironmentRemote, home-based call center setupTypically in-office or remote, depending on employer
Industry UsageCommon in call centers, telecommunication, tech supportWidespread across retail, banking, healthcare, and more
Job FocusHandling inbound/outbound calls, technical support, salesAssisting customers, resolving issues, providing product info

While both roles involve customer interaction, Virtual Call Center Agents primarily work remotely handling calls for specific companies, often with a focus on technical support or sales. Customer Service Representatives may work in various settings and handle a broader range of customer inquiries. The roles overlap in skills and credentials but differ mainly in work environment and specific job functions.

More about Virtual Call Center Agent jobs

What are the most commonly searched types of Call Center Agent jobs in Provo, UT?

The most popular types of Call Center Agent jobs in Provo, UT are:

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For Virtual Call Center Agent jobs in Provo, UT, the most frequently searched job titles are:

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The top searched job categories for Virtual Call Center Agent jobs in Provo, UT are:

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Cities near Provo, UT with the most Virtual Call Center Agent job openings:

Virtual Call Center Agent jobs near you
Infographic showing various Virtual Call Center Agent job openings in Provo, UT as of August 2026, with employment types broken down into 2% As Needed, 80% Full Time, 16% Part Time, and 2% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $33,875 per year, or $16.3 per hour.

Director, Customer Care

ZAGG, Inc.

Midvale, UT • On-site

Full-time

This job post has expired 2 days ago. Applications are no longer accepted.

Zagg rating

7.3

Company rating: 7.3 out of 10

Based on 7 frontline employees who took The Breakroom Quiz

Job description

Director, Customer Care
Location: Midvale, UT, 84047 (on-site)
What You Will Do
Strategy & Transformation Leadership
  • Own the end-to-end strategy for migrating customer care from a remote, single-shift Michigan-based model to an in-person, right-sized Utah call center.
  • Partner with leadership on the phased rightsizing plan, translating projected and actual AI deflection rates into headcount, shift, and facility decisions.
  • Build the business case and roadmap for extending support coverage from the current 9 a.m. to 6 p.m. Eastern single shift toward eventual 24-hour operation.
AI & Bot Operations Governance
  • Serve as the internal owner of the Decagon AI agent across chat, voice, and email, including conversation design, escalation logic, guardrails, and continuous tuning.
  • Manage the day-to-day relationship with Decagon and the Zendesk omnichannel platform, coordinating with IT/vendor partners on integration, uptime, and roadmap.
  • Own the human-in-the-loop model: define what the bot resolves independently, what it escalates, and how live agents pick up a conversation with full context.
  • Track deflection, containment, and true resolution rates weekly; distinguish real resolution from false deflection and reset assumptions as real data comes in.
SOPs, Quality & Brand Voice
  • Author and maintain the SOPs, macros, and knowledge base that govern both the AI agent and human agents, so every channel resolves issues the same way.
  • Define and protect mophie/ZAGG's brand voice across chat, voice, and email, including how the AI agent is trained and audited to stay on-brand.
  • Build a quality assurance program (QA scoring, calibration, CSAT/NPS tracking) that covers both AI-handled and human-handled interactions.
Workforce Planning & Scheduling
  • Design the staffing and scheduling model for the new in-person Utah team, including the shift structure needed to extend toward 24-hour coverage.
  • Build and maintain the headcount rightsizing model, adjusting staffing levels on a defined cadence as volume and actual deflection rates change.
  • Plan for volume surges (seasonal, promotional, product launch) with a flexible staffing approach rather than fixed headcount.
Talent Acquisition & Team Build
  • Own talent acquisition for the new Utah-based team: sourcing, interviewing, hiring, and onboarding, in partnership with HR/People.
  • Define the org structure, leveling, and career path for the rebuilt team, including future team lead / supervisor roles.
  • Build the training program that ramps new hires quickly on product, tools, brand voice, and how to work alongside the AI agent.
People Leadership
  • Retain and lead the current Senior Manager through the transition, and hire/build the leadership layer beneath this role as the Utah team scales.
  • Set individual and team performance goals tied to CSAT, quality, efficiency, and successful AI/human handoffs.
  • Report regularly to leadership on transformation progress, deflection results, headcount, cost, and quality metrics.
What You'll Need to Be Successful
Required
  • 7+ years in customer care/support leadership, including at least 3 years managing a multi-site or in-person contact center of comparable or larger size.
  • Direct experience standing up, migrating, or significantly restructuring a customer care operation (site consolidation, remote-to-in-person, or similar transformation).
  • Hands-on experience with AI/automation in customer support (chatbot or voice bot deployment, deflection/containment measurement, escalation design) such as Decagon, Zendesk AI, Intercom Fin, or comparable platforms.
  • Deep working knowledge of Zendesk or a comparable omnichannel ticketing platform.
  • Proven talent acquisition and team-building experience: has hired and stood up a team of 20+ from the ground up.
  • Strong workforce management background: scheduling, shift design, forecasting, and staffing-to-volume models.
  • Excellent written and verbal communication; comfortable owning brand voice and training others (and an AI agent) to use it consistently.
  • Willingness to be on-site in Utah and to travel to Michigan during the transition period.
Preferred
  • Experience in consumer electronics, accessories, or a similar DTC/retail hardware category.
  • Experience managing a 24/7 or multi-shift support operation.
  • Familiarity with WARN Act and multi-state employment considerations related to workforce transitions.
  • Six Sigma, Lean, or similar operational excellence background.
Travel & Work Environment
This role is based on-site in Utah at the new customer care facility. Regular travel to the Michigan warehouse operation should be expected during the transition period, along with periodic travel to other ZAGG/mophie sites as needed.
Equal Opportunity Employer Statement
ZAGG is an Equal Opportunity Employer. We welcome and encourage diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where ZAGG does business.

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