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Virtual Call Center Agent Jobs in Silver Spring, MD

Koniag Government Services

Help Desk Technician

Baltimore, MD · On-site

$19.75 - $26.75/hr

... Call Center environment. Responsibilities : • The Initial Call Intake function, normally ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems. • ...

AST SpaceMobile

Partner Success Center Agent

Lanham, MD · On-site

$15 - $19.75/hr

Position Overview The PSC Agent is a customerfacing operational role responsible for incident intake, service monitoring coordination, communication management, and lifecycle tracking across ...

AST SpaceMobile

Partner Success Center Agent

Lanham, MD · On-site

$15 - $19.75/hr

Position Overview The PSC Agent is a customer-facing operational role responsible for incident intake, service monitoring coordination, communication management, and lifecycle tracking across ...

kgs

Help Desk Technician

Baltimore, MD · On-site

$19.75 - $26.75/hr

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems.

kgs

Help Desk Technician

Baltimore, MD

$19.75 - $26.75/hr

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ... Documentation in ServiceNow is required for both real-time voice and virtual reported problems.

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Virtual Call Center Agent information

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

As of Aug 9, 2026, the average hourly pay for virtual call center agent in Silver Spring, MD is $17.80, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $19.62 per hour, depending on experience, location, and employer.

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 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 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.

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.
More about Virtual Call Center Agent jobs
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What job categories do people searching Virtual Call Center Agent jobs in Silver Spring, MD look for? The top searched job categories for Virtual Call Center Agent jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Virtual Call Center Agent jobs? Cities near Silver Spring, MD with the most Virtual Call Center Agent job openings:
Virtual Call Center Agent jobs near you

Call Center Agents (Bethesda,MD)

Ivyhill Technologies LLC

Bethesda, MD • On-site

$15.50 - $20.50/hr

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 23 days ago

Job description

Ivyhill is currently seeking to hire Call Center Agents to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions' premier coordinating authority for appointing and referral management.
Call Center Agents will be responsible for coordinating healthcare appointments for primary care and specialty care medical services via incoming and outgoing phone calls for (13) Military Treatment Facilities within the National Capital Region.
This is an onsite employment opportunity.
Duties and Responsibilities:
  • Utilizing the AVAYA automated Call Distribution (ACD) system, receive phone calls for appointment related requests for the National Capital Region and the Proactive line/POM.
  • Accurately and courteously schedule medical appointments, validating and documenting patient eligibility for services from phone calls, or other methods used for appointment request. Supports the Primary Care Manager (PCM) by name processing for appointments and appropriate access to care timeframes allocation of standard appointment types.
  • Ensure all appointments are booked, canceled and/or rescheduled in accordance with NCR established standards, policies, and business rules, and the IRMAC Protocol Website for any of the 600 plus clinic SOPs.
  • Proactively call patients to schedule appointments with PCM or Specialty clinic. Document each attempt to contact a patient in MHS-GENESIS as well as those patients who decline offered appointments to update the referral record. Provide patients with specific visit instructions based on the booking protocols and referral notes.
  • Verify patient registration information via MHS Genesis Revenue Cycle appointment software prior to scheduling appointments. Review health care delivery plans and military status related to patient eligibility in MHS Genesis Revenue Cycle and DEERS. Correct demographic data as needed.
  • Collaborate with Referral Management Reviewers to ensure proper scheduling of referrals.
  • Direct all questions regarding beneficiary eligibility to the Chief, PAD at the MTF.
  • Provide clinic appointment access, send electronic messages to doctors, nurse practitioners, physician assistants, and nursing staff administrators.
  • Send telephone consults to designated triage nurse for PCM immediately following the completion of a Telephone consult.
  • Provide feedback to PM regarding patient appointment access and issues encountered during phone call interactions.
  • Other duties as assigned.

(Candidates who reside in a qualified HUBZone area are a plus. Please confirm qualified HUBZone eligibility by accessing the HUBZone Map: (https://maps.certify.sba.gov/hubzone/map)).
Requirements
The qualified candidate must:
  • Be a U.S. Citizen.
  • Have a minimum of a High School Diploma and/or equivalent.
  • Have at least six (6) months experience in health care administration, business, medical treatment facility, medical environment, or a related discipline.
  • Have effective communication skills.
  • Be knowledgeable of medical terminology.
  • Be knowledgeable of Health Information Privacy (ethical and legal considerations)
  • Be familiarity with DOD, Federal, State, non-profit healthcare systems and other related organizations, to include, DoD Tri-Service Military Healthcare Systems, TRICARE purchased care system, Medicare, Medicaid, VA, Public Health Department, and Regional and local support services.
  • Have the ability to perform accurate data entry with strong attention to detail.
  • Have demonstrated ability to provide superior customer service, problem solving, collaboration and organizational skills.
  • Have a working knowledge of Microsoft Office programs, Outlook (email), and the Internet.
  • Be able to obtain a Public Trust Clearance.

Benefits
Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.

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