Customer Service & Scheduling Concierge

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

What You'll Do

As a Customer Service & Scheduling Concierge, the Contractor shall perform a range of administrative and operational tasks to support HIPAA-regulated covered entities, law firms, medical facilities, and e-commerce and digitally native firms in the United States, including but not limited to:

Phone Support

• Answer all incoming calls promptly.

• Manage overflow calls in a professional and courteous manner.

Scheduling Management

• Maintain and update the company calendar, ensuring schedules are optimized through proactive adjustments.

• Promptly remove cancellations and no-shows, and contact customers to reschedule as needed.

• Coordinate with customers to adjust appointments (e.g., shifting times or filling gaps) to maximize scheduling efficiency.

Customer Communication

• Confirm appointments with customers through all communication channels.

• Follow company texting, emailing, and calling Standard Operating Procedures (SOPs) to ensure consistent and professional communication.

SMS Management

• Manage SMS communications with customers, including sending, monitoring, and responding to messages in a timely and accurate manner.

Administrative Support

• Perform administrative duties as directed.

• Apply discretion and sound judgment to ensure customer-facing communication aligns with company standards.

Who You Are

• Minimum 2 years of experience in a customer-facing or scheduling-heavy role (email, chat, or phone support).

• Experience supporting HIPAA-regulated environments, healthcare providers, legal offices, or appointment-heavy operations is a strong plus.

• Skilled in scheduling and communication platforms such as Google Calendar, Calendly, RingCentral, Klara, OhMD, GoHighLevel, SimplePractice, or similar tools.

• Preferred: Experience in workforce management or resource allocation.

• Excellent spoken and written English, including clear and natural American English with occasional casual language where appropriate.

• Friendly, empathetic, solution-oriented, and able to troubleshoot problems quickly.

• Proactive, adaptable, and capable of managing complex scheduling scenarios under pressure.

Technical Requirements

Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection.
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.
- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled.
- RAM: Minimum 8 GB (16 GB preferred)
Noise-canceling headset
Power and internet backup required

Rates and Expectations

• Work Setup: Remote

• Full-time Role

• Rate: 46000 PHP - 47000 PHP Monthly

• Channel Support: Primarily Phone, with Email or Chat as needed depending on assignment

• Timezone: Pacific

If you're organized, detail-oriented, and love keeping projects running smoothly, apply through our Careers Page. Only applications submitted via the careers form will be considered.