Outbound Call Agent

Job Title: Outbound Call Agent

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

A service follow-up enters the calling queue, gets checked, becomes an outbound conversation, and closes with clear notes and next steps. The Outbound Call Agent makes outbound calls to share service information, confirm customer requests, and help customers reach the right support contact. This role sits within the customer service team and works under a customer service team lead. The agent works with customers, support colleagues, and service specialists to keep requests moving without repeated explanations. This is a fully remote position offering work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review assigned calling queues and follow-up requests, checking the contact purpose, previous conversation notes, and available service information before beginning each outreach attempt.
• Make outbound calls through a Contact-center phone system such as Genesys, using assigned dialing settings and approved scripts while keeping conversations clear, courteous, and focused.
• Confirm that the intended customer has been reached using approved contact checks, explain the reason for calling, and establish which service question needs attention.
• Provide accurate product or service information from approved reference materials, answer routine questions, and avoid guessing when information needs confirmation from another team.
• Update customer interactions in a CRM such as Zoho CRM, recording the discussion, contact corrections, call disposition, unresolved questions, and agreed next steps.
• Use configured dialer features and computer telephony integration to connect each conversation with the correct customer entry, checking that automatically displayed information matches the assigned request.
• Arrange callbacks when customers are unavailable or need additional information, recording their stated preferences and checking existing notes before making another contact attempt.
• Escalate unresolved service questions, repeated contact difficulties, and system problems to the customer service team lead or designated support specialist with a concise explanation.
• Review completed interactions for accuracy, turnaround, complete notes, appropriate call quality, and follow-up completion against the team's established review standards.
• Close finished requests with clear outcomes, leave unfinished items ready for the next agent, and share recurring customer questions and customer feedback during team check-ins.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience making service calls, answering customer questions, or supporting a contact center is preferred.
• Familiarity with outbound calling workflows, call scripts, call dispositions, and customer contact verification methods.
• Basic understanding of dialers, computer telephony integration, and customer interaction systems, with readiness to learn configured features through training.
• Ability to explain service information clearly, listen without interrupting, and write concise notes that another agent can understand.
• Ability to follow approved instructions, recognize unanswered questions, and seek guidance rather than provide unsupported information.
• Reliable computer, high-speed internet, and quiet private workspace suitable for handling customer conversations and maintaining confidentiality.
• 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 Virginia, without commuting to an office for daily duties.
• Structured onboarding and training on a CRM such as Zoho CRM and a Contact-center phone system such as Genesys.
• Regular check-ins with the team lead to review questions, discuss call feedback, and reinforce established procedures.
• Practical skill development in outbound calling, customer verification, call quality, and clear interaction notes.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.