Customer Outreach Specialist (Inbound Call Center)

About the Role

We are hiring Customer Outreach Specialists to join a fast-paced, inbound call center team supporting small and medium business wireless customers.

This is a frontline, phone-heavy role focused on handling incoming customer calls, resolving issues in real time, and delivering a high-quality customer experience. You will be the first point of contact for customers reaching out for support, often during moments of frustration or urgency.

Success in this role requires strong communication skills, active listening, empathy, and the ability to take ownership of the customer’s issue from start to finish while navigating multiple systems.

A Day in the Life

In this role, your day is structured and performance driven. You can expect to:

• Handle incoming calls throughout your shift from customers needing support with their wireless services
• Quickly assess customer needs, ask effective questions, and guide the conversation toward resolution
• Manage a variety of call types, including billing questions, service issues, and account concerns
• Navigate multiple systems while speaking with customers and document interactions in real time
• De-escalate frustrated customers by demonstrating empathy, professionalism, and confidence
• Take full ownership of each interaction, ensuring the customer’s issue is resolved or clearly progressed before ending the call

This is a high-accountability environment where your performance and customer experience are measured daily.

Key Responsibilities

• Handle high-volume inbound calls from small and medium business customers
• Resolve customer issues efficiently while delivering a positive and professional experience
• Identify root causes of customer concerns and take appropriate action to prevent repeated issues
• Accurately document all customer interactions in CRM systems
• Maintain control of the call while ensuring the customer feels heard and supported
• Deliver consistent, high-quality service aligned with company standards

Performance Expectations (KPIs)

To be successful in this role, you will be expected to meet key performance metrics, including:

• Call handling efficiency (e.g., handle time, call flow management)
• First contact resolution and issue ownership
• Quality and accuracy of documentation
• Customer experience and professionalism
• Adherence to schedule and availability
• Full KPI details will be provided during training.

Required Qualifications

• 1–2 years of call center or phone-based customer service experience
• Comfortable handling inbound calls in a high-volume environment
• Strong verbal communication, active listening, and problem-solving skills
• Ability to demonstrate empathy and professionalism, especially in difficult or escalated conversations
• Strong attention to detail, organizational skills, time management, prioritizing tasks, and manage call flow
• Basic computer skills and familiarity with CRM systems

Preferred Qualifications

• Experience with Salesforce, Workflow Management (WFM), or similar systems
• Previous experience in wireless, telecommunications, or technical support
• Experience working in a secure or compliance-driven environment

Work Environment & Culture

• Structured, performance-driven call center environment
• Onsite role within a secure workspace (no personal devices allowed on the floor)
• Team-oriented with ongoing coaching and leadership support
• Fast-paced environment where adaptability and resilience are key

What Sets Successful Inbound Agents Apart

• Strong empathy and emotional intelligence
• Ability to control the conversation while making the customer feel heard
• Confidence in handling back-to-back calls without loss of quality
• Ownership mindset, seeing issues through to resolution
• Ability to remain calm, focused, and professional under pressure