Outbound Customer Service Representative

Outbound Customer Service Representative

Pay: $22-$25/HR DOE

Location: Englewood CO, 80112

Schedule: Mon - Thurs 8am-5PM & Fri 8am-12PM - Hybrid - Tues & Thurs Onsite

Term: Temporary- January 19th - March 20th

Key Responsibilities

1. Customer Outreach & Engagement

• Conduct outbound outreach (email and phone) to eligible participants to:
• Remind them of upcoming and active survey deadlines
• Encourage survey initiation and completion
• Reinforce the value and benefits of participation
• Use approved outreach scripts and templates to ensure consistent and professional communication.
• Personalize outreach based on customer type, survey stage, and prior interactions (where guidance is provided).

1. Follow-Ups & Submission Tracking

• Perform systematic follow-ups with:
• Customers who have not started their submission
• Customers with partially completed or stalled submissions
• Track outreach attempts, responses, and outcomes in the designated tracking tool or CRM.
• Escalate high-risk or high-value accounts (e.g., key specialties, large groups) per defined criteria.

1. Submission Support & Coordination

• Answer basic, non-technical questions related to:
• Survey timelines and deadlines
• Submission process and next steps
• Where to find help resources or documentation
• Route technical, data, or product-related questions to the appropriate internal teams (Data Ops, Product, Support) using defined escalation paths.
• Coordinate closely with internal stakeholders to ensure timely resolution and follow-up with customers.

1. Data Hygiene & Reporting Support

• Maintain accurate records of:
• Outreach status
• Customer responses
• Submission progress indicators
• Provide daily or weekly status summaries including:
• Number of contacts made
• Follow-ups completed
• Conversions to started or completed submissions
• Key blockers or recurring customer concerns

1. Process Adherence & Quality

• Follow established data privacy, compliance, and communication guidelines.
• Ensure customer interactions align with brand tone and customer-centric principles.
• Identify common friction points in outreach or submission and share feedback with the core team.
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.