Customer Support Specialist (Outbound Calling)

Location: Remote
Employment Type: Full-Time
Schedule: Must be available to work U.S. business hours.

About the Role

We are seeking a proactive and customer-focused Customer Support Specialist with strong outbound calling experience. In this role, you will engage with customers through phone, email, and chat, providing exceptional support while making outbound calls to follow up on inquiries, resolve issues, gather information, and improve the overall customer experience.

The ideal candidate is an excellent communicator who enjoys speaking with customers, building relationships, and ensuring every interaction results in a positive experience.

Responsibilities

• Make outbound calls to customers for follow-ups, issue resolution, appointment confirmations, and customer satisfaction.
• Handle inbound customer inquiries via phone, email, and chat.
• Resolve customer concerns efficiently while maintaining a high level of professionalism.
• Educate customers on products, services, and company policies.
• Accurately document customer interactions in the CRM system.
• Escalate complex issues to the appropriate teams when necessary.
• Meet quality, productivity, and customer satisfaction KPIs.
• Collaborate with internal departments to ensure timely resolution of customer issues.
• Maintain accurate customer records and follow established support processes.

Requirements

• 2+ years of experience in Customer Support, Customer Success, or Contact Center environments.
• At least 1 year of recent outbound calling experience.
• Excellent verbal and written English communication skills.
• Comfortable making a high volume of outbound calls daily.
• Strong active listening and problem-solving abilities.
• Experience using CRM platforms such as Salesforce, HubSpot, Zendesk, Freshdesk, Intercom, or similar.
• Ability to multitask and manage multiple customer interactions simultaneously.
• Strong attention to detail and organizational skills.
• Reliable high-speed internet connection and a quiet home office.

Preferred Qualifications

• Experience supporting U.S.-based customers.
• Experience in SaaS, real estate, technology, insurance, or customer service industries.
• Familiarity with VoIP systems such as RingCentral, Aircall, Five9, Dialpad, or similar.
• Experience working in a remote environment.

Key Skills

• Outbound Calling
• Customer Service
• Customer Retention
• Relationship Building
• Phone Etiquette
• Problem Solving
• Conflict Resolution
• CRM Management
• Multitasking
• Time Management
• Active Listening

What We're Looking For

• Positive and customer-first attitude.
• Confidence speaking with customers over the phone.
• Self-motivated and able to work independently in a remote environment.
• Adaptability in a fast-paced setting.
• Strong accountability and ownership of customer issues.
• Commitment to delivering an exceptional customer experience.