Outbound Customer Service Representative

Job Description

Do you enjoy building relationships with customers and helping them with answers to their questions, inquiries and needs? A position as an Outbound Customer Service Representative gives you the chance to communicate with customers and be the “voice” of your company.

Outbound Customer Service Representatives talk with clients and help answer their questions and solve problems, often on a wide array of topics, and are a crucial part in ensuring overall customer satisfaction. They also play an essential role when it comes to identifying what clients want while providing excellent, professional customer service, including diffusing unhappy clients when needed.

Outbound Customer Service Representatives need to handle many different tasks. Vital among these responsibilities is the ability to manage time well; use software, scripts and tools; and maintain lasting relationships with other call center members, as well as external clients.

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 Background

This position requires a high school diploma or GED.

Skills and Competencies

  • 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

Compensation

According to Payscale the median annual salary of an Outbound Customer Service Representative with

1 Year of Experience:

  • Orlando, Florida: $29,000
  • Tampa, Florida: $29,000
  • Jacksonville, Florida: $31,000
  • Miami, Florida: $30,000
  • Atlanta, Georgia: $31,000
  • Chicago, Illinois: $32,000
  • Houston, Texas: $31,000
  • Los Angeles, California: $34,000
  • New York City, New York: $33,000
  • Seattle, Washington: $34,000
  • Overall: $32,000

5 Years of Experience:

  • Orlando, Florida: $31,000
  • Tampa, Florida: $32,000
  • Jacksonville, Florida: $32,000
  • Miami, Florida: $31,000
  • Atlanta, Georgia: $35,000
  • Chicago, Illinois: $37,000
  • Houston, Texas: $34,000
  • Los Angeles, California: $36,000
  • New York City, New York: $45,000
  • Seattle, Washington: $37,000
  • Overall: $35,000

Similar Job Titles

Career Path

The career path for an Outbound Customer Service Representative entails first obtaining a high school diploma or GED, with an associate degree being preferred in some cases.

This path can often start as an entry-level position, but can have opportunities for advancement, based on experience and performance.

In addition, Customer Service Representatives can seek to further their career through completing courses and training that can bolster their skills and knowledge in the field.

Position Trends

There is a need for call centers, and talented people, like Outbound Customer Service Representatives, to staff them. Customer Service Representatives (both outbound and inbound) are often the human voice customers interact with first.

With healthy growth forecasted, and even with automation potentially having some effects, personal interaction with customers is always valued, especially when done efficiently and with positive outcomes.

Job Outlook

The call center market is anticipated to grow in the next handful of years, according to MarketWatch. While increased automation may affect the market in the coming years, this healthy short-to-medium-term outlook is a positive sign for Outbound Customer Service Representatives and similar positions, with successful call centers being critical components of many businesses.

Typical Hours

The work hours for an Outbound Customer Service Representative can typically be from 9 a.m. to 5 p.m. Monday through Friday in an office setting. However, longer or different hours can be necessary, depending on the needs and hours of an individual company.

Where You Can Find Jobs

  • 4 Corner Resources
  • Career Builder
  • Glassdoor
  • Indeed
  • LinkedIn
  • Monster

Are You Interested in Becoming an Outbound Customer Service Representative?

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