Outbound Call Representative

About the Role

• This role answers customer questions by phone, email, and chat.
• Clear, timely assistance helps customers understand available products or services and complete next steps.
• Works under a customer service team lead within the support team.
• Interacts with customers, fellow agents, team leads, and internal service teams to resolve questions and coordinate updates.
• This is a fully remote, work from home position based in Ohio, United States.
• Requires a 40-hour weekly commitment.
• Working days and shift times may vary.

Key Responsibilities

• Receive customer questions through an assigned phone queue, email inbox, live chat, and service tickets, then identify the purpose of each contact.
• Verify available customer details and review prior interaction notes before providing product or service information using approved resources.
• Respond directly to routine questions with clear explanations, accurate next steps, and professional language suited to the customer’s request.
• Use a contact-center phone system such as Talkdesk to manage calls, document outcomes, and update call disposition details.
• Use a live chat platform such as Tidio to respond to chat conversations, confirm understanding, and close interactions appropriately.
• Enter complete interaction notes, contact reasons, actions taken, and promised follow-up details in a CRM such as Zoho CRM.
• Create and update service tickets in a support platform such as Help Scout when a request needs review by another internal team.
• Schedule or adjust service appointments when authorized, confirm requested details, and share accurate appointment information with customers.
• Follow up on open requests within assigned workflows and escalate unresolved, urgent, or sensitive customer concerns to a customer service team lead.
• Meet quality expectations through accuracy, timely turnaround, complete notes, respectful communication, and appropriate follow-up on each customer interaction.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in phone-based customer assistance, service support, or appointment coordination preferred.
• Familiarity with customer questions, service tickets, product or service information, and standard contact center workflows preferred.
• Ability to communicate clearly and respectfully by phone, email, and chat while adapting explanations to customer needs.
• Ability to listen carefully, ask relevant clarifying questions, and provide accurate information using approved resources.
• Comfort learning a contact-center phone system such as Talkdesk, a live chat platform such as Tidio, a CRM such as Zoho CRM, and a support platform such as Help Scout.
• Ability to enter concise interaction notes, review details carefully, and maintain consistent follow-through on assigned requests.
• Reliable computer, high-speed internet, and a quiet private workspace required, along with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home in Ohio, United States.
• Structured onboarding and training on Talkdesk, Tidio, Zoho CRM, Help Scout, customer interaction workflows, and service resources.
• Regular check-ins with the customer service team lead for coaching, questions, and work guidance.
• Opportunity to build skills in call control, de-escalation, customer interaction documentation, service coordination, and phone-based support.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.