Customer Outreach Representative

Job Title: Customer Outreach Representative



Duration (Contract): 4 Months



Client Location: Framingham, MA, 01702

Location Preference: Onsite

Job Description:

As a Customer Outreach Representative, you will conduct high-volume outbound calls to customers who have already been enrolled in our online payment portal but are not actively using it. Your primary objective will be to educate customers on the benefits of the portal, encourage adoption and engagement, answer basic questions, and assist customers with registration and initial navigation. This role is ideal for individuals who enjoy speaking with customers, influencing positive action, and delivering an exceptional customer experience. Success in this role will be measured through outreach activity, customer engagement, portal adoption, and accurate documentation of customer interactions.

Our expectation is that these resources will ramp quickly and ultimately perform approximately 150-200 productive calls per day. Success in this role will depend not only on outreach volume, but also on the ability to clearly explain the benefits of the portal, address basic customer questions, encourage enrollment and usage, and notate feedback from the customer. For needs outside of the specific portal offer, resources will be provided with clear instructions and transfer procedures to connect customers with the appropriate internal team.

Key Responsibilities:

• Conduct high-volume outbound calls to targeted customers.
• Promote awareness, enrollment, and ongoing usage of the company's online payment portal.
• Educate customers on portal features, benefits, and available payment options.
• Assist customers with basic portal registration, login, and navigation questions.
• Clearly communicate value propositions and encourage customers to adopt self-service payment solutions.
• Follow established call scripts, outreach procedures, and escalation guidelines.
• Accurately document call activity, customer feedback, and outcomes in designated systems.
• Identify customer concerns and route inquiries outside the scope of the project to the appropriate internal teams.
• Maintain a professional, positive, and customer-focused approach during all interactions

Required Skills, Experiences, Education and Competencies:

• Excellent customer service and communication skills.
• Comfort making a high volume of outbound calls.
• A friendly, professional phone presence.
• The ability to quickly build rapport and confidently communicate value propositions.
• Strong influencing skills, with the ability to encourage customers to take action and enroll in the portal.
• Adaptability and comfort working in a fast-paced environment.
• Experience in customer support, inside sales, call center, or similar customer-facing roles.
• Basic computer proficiency and ability to accurately document interactions.

The hourly range for roles of this nature are $18.00 to $20.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.