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.

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.

Qualifications:

• High school diploma or equivalent.
• 1+ years of call center, inside sales, telemarketing, or customer service experience.
• Strong verbal communication and active listening skills.
• Ability to build rapport quickly with customers over the phone.
• Basic computer proficiency, including HubSpot and Microsoft Office applications.
• Strong organizational skills and attention to detail.
• Ability to work independently while maintaining productivity standards.
• Ability to thrive in a fast-paced, goal-oriented environment.
• Previous outbound sales or lead generation experience.
• Experience using automated dialing platforms and customer relationship management (CRM) systems.
• Proven track record of achieving or exceeding sales goals.