Call Center Outbound Customer Service Representative

Horizon Services & Affiliates

Call Center Outbound Sales Supervisor

Department: Customer Service

Job Status: Full Time

FLSA Status: Exempt

Reports To: Customer Service Operations Manager

Grade/Level:

Amount of Travel Required: None

Job Type: Regular

Positions Supervised: Speed Team and Outbound Customer Service Representatives (CSRs)

Work Schedule:

Monday through Friday with occasional weekends. Mandatory overtime is an essential function of the job.

POSITION SUMMARY

The Outbound Customer Service Supervisor will oversee and coordinate the activities of the outbound customer service team. This role is responsible for building, developing, and leading a team of outbound CSRs focused on reaching out to potential customers to book jobs and handling incoming leads from third-party sources. The supervisor will ensure the team meets booking goals, adheres to quality standards, and delivers exceptional customer service.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement:

To perform this job successfully, an individual must be able to execute each essential function satisfactorily, with or without reasonable accommodations. Accommodations may be provided to enable qualified individuals with disabilities to perform essential functions.

Essential Functions Statement(s):

Focus on Outbound Call Activities:

• Lead and manage outbound call campaigns, ensuring proactive outreach to potential customers to generate bookings.
• Prioritize incoming leads from third-party sources, ensuring timely follow-up to maximize booking opportunities.
• Ensure outbound calls and lead management are aligned with company goals and targets.

Customer Complaint Resolution:

• Address customer inquiries regarding company policies and procedures.
• Resolve customer complaints or escalated disputes, providing appropriate solutions in a timely manner.

Supervision & Quality Control:

• Oversee the work of outbound customer service employees to ensure adherence to quality standards, deadlines, and best practices.
• Monitor and evaluate performance metrics such as call volume, booking success, and conversion rates.
• Ensure the team consistently meets monthly KPIs and booking targets.

Team Development & Training:

• Provide ongoing training, coaching, and guidance to outbound CSRs, helping them handle difficult or complex customer interactions.
• Conduct regular performance evaluations, addressing areas for improvement and recognizing strong performance.
• Lead recruitment efforts, assist with interviews, and support the selection of new hires.

Coordination with Operations & Sales:

• Collaborate with the operations and sales teams to align outbound efforts with business objectives and ensure technician schedules are fully booked.
• Update or develop outbound call scripts, procedures, and training materials to enhance efficiency and service quality.

Administrative & Reporting Responsibilities:

• Review and compile reports on call activity, booking rates, and lead performance to monitor team effectiveness.
• Maintain accurate records of staff schedules, performance reviews, and lead management activities.
• Assist in the preparation of work schedules, ensuring proper coverage for outbound campaigns.

Policy Implementation & Compliance:

• Implement corporate or departmental policies, procedures, and service standards in line with company guidelines.
• Recommend staffing decisions or procedural changes to management as needed.

Additional Responsibilities:

• Perform additional tasks or projects as assigned by the Customer Service Manager to support the outbound team's goals.

POSITION QUALIFICATIONS

Competency Statement(s):

• Accountability - Ability to take ownership of tasks and be responsible for the performance of the team.
• Customer Oriented - Ability to focus on customer needs and provide solutions that align with company policies.
• Leadership - Proven capability to lead a team, motivate performance, and guide decision-making.
• Communication - Excellent verbal and written communication skills, with the ability to explain policies and resolve customer issues effectively.
• Coaching and Development - Ability to provide feedback and help team members improve their skills.
• Decision Making - Ability to make informed decisions in a fast-paced environment while adhering to company policies.
• Team Builder - Skilled in fostering a positive and productive team environment.
• Time Management - Ability to manage time efficiently, meet deadlines, and prioritize work in a busy environment.
• Results-Oriented - Focus on achieving team goals and individual performance metrics.

SKILLS & ABILITIES

Education:

High School Graduate or GED required.

Associate's Degree preferred.

Experience:

Minimum of 3 years of experience in a supervisory role, preferably in an outbound or sales environment.

5+ years of experience in customer service or call center operations.

Computer Skills:

Proficiency in Microsoft Office Suite.

Experience with CRM software and outbound dialing systems.

PHYSICAL DEMANDS

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Demands Lift/Carry

Stand O 10 lbs or less O

Walk F 11 -20 lbs O

Sit F 21- 50 lbs N

Manually Manipulate O 51 -100 lbs N

Reach Outward O Over 100 lbs N

Reach Above Shoulder N

Climb N Push/Pull

Crawl N 12 lbs or less O

Squat or Kneel N 13 - 25 lbs N

Bend O 26 - 40 lbs N

Grasp O 41 lbs - 100 lbs N

Speak F

Other Physical Requirements

• Vision (Near, Distance, Peripheral)
• Sense of Sound - Must be able to hear and speak well enough to communicate with

customers.

WORK ENVIRONMENT

Typical office environment.