Key Responsibilities Conduct high-volume outbound calls to small and medium business customers Proactively identify and resolve customer issues to prevent repeat contacts Complete follow-ups on previously reported concerns to ensure full resolution Perform root cause analysis to identify and address recurring problems Accurately document all customer interactions in CRM systems Deliver a professional, solution-focused experience on every call Performance Expectations (KPIs) To be successful in this role, you will be expected to meet key performance metrics, including: Daily outbound call and contact targets Customer contact rate and engagement Resolution effectiveness and follow-through Quality and accuracy of documentation Overall customer experience and professionalism Full KPI details will be provided during training. You can expect to: Handle incoming calls throughout your shift from customers needing support with their wireless services Quickly assess customer needs, ask effective questions, and guide the conversation toward resolution Manage a variety of call types, including billing questions, service issues, and account concerns Navigate multiple systems while speaking with customers and document interactions in real time De-escalate frustrated customers by demonstrating empathy, professionalism, and confidence Take full ownership of each interaction, ensuring the customer's issue is resolved or clearly progressed before ending the call This is a high-accountability environment where your performance and customer experience are measured daily.