Outbound Customer Service RepresentativeSample Job Descriptions, Salaries, and Interview Questions

An outbound customer service representative contacts customers who have made inquiries or have concerns related to their account, purchase experience, or product use. They may follow scripts when talking with customers. They may also process customer payments and call customers about delinquent accounts. They monitor inbound phone calls, emails, and online chat requests, and respond in a timely manner. Excellent customer service skills and solid problem-solving ability are essential for this role. 

A typical day for an outbound customer service representative includes identifying customers’ needs, researching customer issues, and providing prompt, clear solutions via phone calls. They document all customer interactions in a CRM system. Exceptional verbal communication skills, a pleasant phone manner, and the ability to build strong relationships are important for outbound customer service representatives. 

Outbound customer service representatives also verify account information, ensure orders are processed correctly, and notify customers of unusual activity like an abnormal credit card charge. A keen eye for detail and a desire to help others are also needed traits of an outbound customer service representative. They must have solid computer skills and a good understanding of CRM systems and practices. 

Sample job description #1

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 corrections 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 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 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

Sample job description #2

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 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 phonecam) 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 business domain is an added advantage
  • Organizational skills including the ability to multi-task, set priorities, and follow up promptly
  • Ability to work a flexible work schedule

Sample job description #3

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

Average salary and compensation

The average salary for an outbound customer service representative is $38,000 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$37,750$51,100
Los Angeles, California$42,600$57,650
Denver, Colorado$35,500$48,050
Washington, DC$43,250$58,550
Miami, Florida$35,350$47,850
Orlando, Florida$32,600$44,100
Tampa, Florida$32,900$44,550
Atlanta, Georgia$34,550$46,750
Chicago, Illinois$39,700$53,750
Boston, Massachusetts$42,950$58,100
Minneapolis-St. Paul, Minnesota$34,200$46,300
New York City, New York$45,200$61,150
Philadelphia, Pennsylvania$36,800$49,800
Dallas, Texas$35,850$48,500
Houston, Texas$35,650$48,250
Seattle, Washington$41,300$55,900
National Average$32,300$43,700

Sample interview questions

  • Have you previously worked in a call center?
  • Do you have outbound customer service experience? If so, please tell me about it.
  • What does ‘excellent customer service’ mean to you?
  • Have you dealt with an angry customer in the past? Tell me how you handled it.
  • What do you like best about being in customer service?
  • What do you like least about being in customer service?
  • What makes you stand out as a customer service rep?
  • What separates good customer service from bad?
  • Tell me about your experience working in call centers?
  • Tell me about your experience handling multiple phone lines?
  • Are you comfortable using CRM systems, and have you used any popular CRM systems in the past?

Outbound Customer Service Representative Jobs in Ashburn

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