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How to Become an Outbound Customer Service Representative

Do you enjoy building relationships with customers and helping them with answers to their questions, inquiries and needs? A position as an outbound customer service representative gives you the chance to communicate with customers and be the “voice” of your company.

Outbound customer service representatives talk with clients and help answer their questions and solve problems, often on a wide array of topics, and are a crucial part in ensuring overall customer satisfaction. They also play an essential role when it comes to identifying what clients want while providing excellent, professional customer service, including diffusing unhappy clients when needed.

Outbound customer service representatives need to handle many different tasks. Vital among these responsibilities is the ability to manage time well; use software, scripts and tools; and maintain lasting relationships with other call center members, as well as external clients.

Sample job description

[Your Company Name] is looking for an experienced outbound customer service representative. We are looking for an outbound customer service representative capable of maintaining our customer satisfaction rates with fantastic communication ability and an awesome personality. We are searching for a full-time and committed representative who is able to maintain relationships with our customers and clients, answer questions and troubleshoot account issues, help with product and purchase problems, and more. This is a full-time position with the ability to work remotely or in the office. Relevant certifications will improve consideration chances for this position, as well as relevant experience. Problem-solving and troubleshooting skills are a must. If this sounds like it describes you perfectly, please apply!

Typical duties and responsibilities

  • Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services
  • Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
  • Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
  • Build lasting relationships with clients and other call center team members based on trust and reliability
  • Utilize software, databases, scripts, and tools appropriately
  • Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
  • Make sales or recommendations for products or services that may better suit client needs
  • Take part in training and other learning opportunities to expand knowledge of the company and position
  • Adhere to all company policies and procedures

Education and experience

  • This position requires a high school diploma or GED. 

Required skills and qualifications

  • Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
  • Understanding of company products, services, and policies
  • Proficiency with computers, especially with CRM software, and strong typing skills
  • Ability to ask prying questions and diffuse tense situations
  • Strong time management and decision-making skills
  • Adaptability and accountability

Typical work environment

Outbound customer service representatives provide customer service and technical troubleshooting for established customer contacts and recurring clients. An outbound customer service representative provides troubleshooting for returning customers. This representative will oftentimes be required to verify and process payments, continue to build established client relationships, enter customer information into a CRM system, and send required documents to specialized team members on top of the customer service aspect of the position. The outbound customer service representative will have to be able to work in an office or call center environment and sit for long periods of time. An outbound customer service representative will also be required to have top-notch communication skills and problem-solving skills. Oftentimes, this position will be full-time and is available remotely.

Typical hours

The work hours for an outbound customer service representative can typically be from 9 AM to 5 PM, Monday through Friday, in an office setting. However, longer or different hours can be necessary, depending on the needs and hours of an individual company.

Available certifications

Outbound customer service representatives can benefit from the following certifications:

  • Customer Service Certification. A customer service certification will be extremely beneficial for an outbound customer service representative. These certifications will cover the basics of customer service, communication, and problem-solving skills. Often, real-time simulations will be provided in order to better help the trainee with real-world experience.
  • COPC Customer Experience (CX) Standard. The COPC customer experience certificate offers recognition by a trusted source and standard for customer experience training. This certificate excels in offering a customer service and communication standard, offering training in all sorts of customer service situations.
  • Customer Service Representative Certificate. The customer service representative certificate course (CSR) provides online video training on the basics of customer service, how to apply for a customer service position as an inbound or outbound representative, and similarly important information.

Career path

The career path for an outbound customer service representative entails first obtaining a high school diploma or GED, with an associate degree being preferred in some cases. This path can often start as an entry-level position, but can have opportunities for advancement, based on experience and performance. In addition, customer service representatives can seek to further their career through completing courses and training that can bolster their skills and knowledge in the field.

US, Bureau of Labor Statistics’ job outlook

SOC Code: 43-4051

2020 Employment2,923,400
Projected Employment in 20302,888,800
Projected 2020-2030 Percentage Shift 1% decrease
Projected 2020-2030 Numeric Shift34,500 decrease

There is a need for call centers, and talented people, like outbound customer service representatives, to staff them. Customer service representatives (both outbound and inbound) are often the human voice customers interact with first.

With healthy growth forecasted, and even with automation potentially having some effects, personal interaction with customers is always valued, especially when done efficiently and with positive outcomes.