Outbound Call Center Representative

Overview

The Outbound Call Center Representative is responsible for proactively contacting prospective and existing customers to generate sales opportunities, promote products and services, and drive revenue growth. This role serves as a key point of contact between the company and its customers, delivering a professional, consultative sales experience through outbound telephone outreach and follow-up communications.

Shift: 10:30 - 7:00 PM EST, 5 days per week - this will include four days during the week and Saturday. There can be flexibility on which work weekday the successful candidate does not work.

Reports To: Inside Sales Supervisor

Department: Sales - Residential

Job Status: Exempt

Responsibilities:

• Conduct high-volume outbound calls to prospective and existing customers using company-provided lead lists and dialing systems.

• Identify customer needs and recommend products, services, or upgrades that best fit those needs.

• Build strong relationships with potential and existing customers by demonstrating a friendly and helpful approach that makes them feel comfortable and willing to purchase or upgrade their existing services.

• Follow approved call scripts, sales processes, and compliance guidelines.

• Accurately document customer interactions, dispositions, and sales activities within the CRM system.

• Maintain detailed and up-to-date customer records.

• Schedule appointments, callbacks, and follow-up activities as needed.

• Stay informed about the latest services, products, and promotions available to customers.

• Meet or exceed key performance indicators (KPIs) including call volume, contact rate, conversion rate, and revenue targets.

• Participate in coaching sessions, training programs, and team meetings to continuously improve performance.