Open - Remote

Hotline Agent

Staff 24/7 inbound hotlines during critical client engagements. Manage high-pressure caller situations with composure and deliver reliable communication support when it matters most.

Role Overview

As a Hotline Agent for Stratford Connect, you will staff dedicated inbound hotlines during critical client engagements including healthcare labor actions, emergency support, and high-volume response events. These engagements can run 24/7 for days or weeks at a time.

This role requires you to be part of our pre-vetted, ready-to-activate pool. When a client engagement is confirmed, we contact available agents with approximately 7 days notice. You must be able to commit to full shifts for the duration of the engagement. Composure, clear communication, and professional documentation are the core requirements of this role.

What You Will Do

Answer inbound calls on a dedicated client hotline line
Gather required caller information accurately and document every interaction
Follow provided call scripts and escalation protocols without deviation
Maintain consistent professional performance across extended multi-day engagements
Submit shift logs and reports at the conclusion of each shift
Remain reachable and available for the full duration of each committed engagement
De-escalate distressed or emotionally elevated callers calmly and professionally

What We Are Looking For

Experience in high-volume inbound call handling — healthcare, emergency, or crisis experience is a strong advantage
Demonstrated ability to de-escalate distressed or frustrated callers
Strong written and verbal English proficiency
Typing 40+ WPM at 85%+ accuracy
Ability to commit to full shifts without interruption during active engagements
Available to activate within 7 days of notification
Available for 24/7 shift options including overnights and weekends
Quiet, dedicated home workspace and a reliable headset

Technical Requirements

8GB RAM minimum
25 Mbps download
10 Mbps upload
Under 80ms ping
Backup internet reqiuired
Wired ethernet preferred
Noise Canceling Headset

Schedule & Availability

24/7 Options

Shift Type
Evening, Overnight, Days, Weekends
Days
TBD
Start Date
As needed

What We Offer

USD Based Pay

Agents are paid in USD on a bi-weekly pay schedule through approved payment methods.

100% Remote

Work from a quiet, professional home workspace with the equipment required for client work.

Role Specific Training

Once hired into a position, agents complete training before beginning live client work.

Structured Client Work

Support real client operations with defined procedures, quality standards, and clear expectations.

About Stratford Connect

Stratford Connect is the remote operations and call center division of Stratford Berkshire Group. We support businesses that need dependable customer communication, dispatch coordination, lead follow-up, hotline coverage, and operational support

Role Summary

Type
On-Call
Days
TBD
Schedule
TBD
Location
Remote in Jamaica, Mexico, Philippines
Pay
USD via Wise Transfer
Status
Open
Start Date
As needed

Ready To Apply?

The application helps us review your experience, availability, equipment readiness, and communication style.

Apply For This Role
Qualified applicants may be contacted for next steps based on role fit, client needs, and availability.
Stratford Connect Careers

Think this role fits your skills?

Start your application today. If selected, our team will review your details and contact you about the next step.