Outbound Customer Service Representative Sample Job Descriptions

[Your Company Name] is looking for an experienced outbound customer service representative. We are looking for an outbound customer service representative capable of maintaining our customer satisfaction rates with fantastic communication ability and an awesome personality. We are searching for a full-time and committed representative who is able to maintain relationships with our customers and clients, answer questions and troubleshoot account issues, help with product and purchase problems, and more. This is a full-time position with the ability to work remotely or in the office. Relevant certifications will improve consideration chances for this position, as well as relevant experience. Problem-solving and troubleshooting skills are a must. If this sounds like it describes you perfectly, please apply!

Typical duties and responsibilities

• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• Build lasting relationships with clients and other call center team members based on trust and reliability
• Utilize software, databases, scripts, and tools appropriately
• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
• Make sales or recommendations for products or services that may better suit client needs
• Take part in training and other learning opportunities to expand knowledge of the company and position
• Adhere to all company policies and procedures

Education and experience

• This position requires a high school diploma or GED. 

Required skills and qualifications

• Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision-making skills
• Adaptability and accountability

The Customer Service Representative (CSR) delivers exemplary customer service to Primerica term life policyholders and agents. The CSR addresses verbal and written inquiries pertaining to term life insurance products and policies. They assist clients with questions regarding billing, policy coverage, underwriting, or contract changes.

In addition, the CSR will identify concerns, asks appropriate questions, respond to inquiries in a concise and courteous manner while documenting all research findings thoroughly. This role will perform corrections identified during the call and forwards modifications to the appropriate party for further processing or approval when necessary. Recognizes priority situations and understands when to notify appropriate parties.

Qualifications, Skills and Abilities:

• 1 year of call center customer service experience is preferred but not required
• Minimum high school diploma or GED
• Previous insurance or financial services experience is a plus
• Excellent PC skills
• Intermediate skills in Microsoft Word
• Excellent verbal and written communication skills
• Excellent customer service skills
• Attention to detail
• Ability to maintain knowledge of the company’s products and procedures
• Ability to communicate professionally with irate customers

Remote work requirements:

• Personal Computer/Laptop
• PC or MAC
• PC: Windows 10 compatible only (Cannot be Windows 7,8,9)
• Cannot use a Chromebook
• Internet Access – speed requirements:
• Upload speed 8mbps
• Download speed 15mbps

Roles & Responsibilities

• Initiate outbound phone calls to our prescribers and members
• Utilizing multiple software systems to create cases and determine coverage, determination, and appeals process
• Good written and verbal communication skills
• The ability to display soft skills while moving the call forward
• Meeting or exceeding government mandated timelines
• Complying with turnaround time, productivity, and quality standards
• Conveying resolution to beneficiary or provider via direct communication and professional correspondence
• Acquiring and maintaining basic knowledge of relevant to our business goals
• Research, troubleshoot and resolve client application discrepancies using a computer system
• Meet daily tasks through various forms and mediums of communication – written, verbal, and/or by phone

Requirements

• Minimum 6 months prior outbound call center experience
• Availability for remote workspace audits (via webcam or phone cam) Inspection time less than 5 min
• Highspeed and reliable Internet connection. Connection can’t be a hotspot
• Quiet and focused work environment

Required qualifications

• Ability to effectively communicate with members and prescribers while managing multiple software systems
• Accountable and results driven
• Critical thinker/problem solver
• Receptive to constructive feedback and flexible in adapting to change
• Ability to effectively plan, prioritize, and organize time and workload
• Ability to execute successfully in a deadline-oriented, fast-paced, highly-regulated environment
• Proficient in navigation of multiple computer applications
• Proficient use of keyboard, mouse and ability to navigate 2 workstation monitors
• Ability to type more than 30 WPM

Preferred qualifications

• At least two years of general business experience that includes problem resolution, business writing, quality improvement, and customer service
• 1+ years of call center experience
• Team player with excellent communication skills both verbal and written
• Exposure to the business domain is an added advantage
• Organizational skills including the ability to multitask, set priorities, and follow up promptly
• Ability to work a flexible work schedule

Your mission (should you choose to accept it) is to offer customer support through phone, email, online chat, or social media to customers who have questions, concerns or confusion around a particular product or service. You’re literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.

Key job responsibilities

• Talks to customers over the phone, email, online chat, or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary