Outbound Call Specialist

Company

Expertise.com

Salary / Compensation

• Salary not specified.
• Full-time remote (work-from-home) position.
• Entry-level opportunity.

Overview / Job Description

Expertise.com is an online platform that helps consumers find the best local professionals through comprehensive research and provider evaluations across more than 200 industries. Serving over 9 million annual visitors, the company connects consumers with trusted service providers and is part of Marketplace Inc. (Forbes Advisor).

The Outbound Call Specialist (Outbound Concierge Specialist) is a full-time remote role responsible for proactively contacting consumers who have submitted online service inquiries through platforms such as Forbes Advisor, Expertise.com, affiliate partners, and other digital channels. As the first point of contact in the customer journey, the specialist verifies consumer needs, qualifies leads, and matches eligible customers with the most suitable service providers. Success is measured by speed-to-contact, qualification accuracy, successful provider transfers, customer satisfaction, and compliance with quality standards.

Responsibilities

Outbound Consumer Outreach

• Make timely outbound calls to new consumer leads.
• Contact prospects quickly to maximize engagement and conversion opportunities.
• Build trust and establish rapport during initial conversations.
• Deliver a professional, consultative, and customer-focused experience.
• Manage a high volume of outbound calls while meeting productivity and quality targets.

Lead Qualification

• Verify consumer contact information and service requirements.
• Confirm customer intent and interest in receiving assistance.
• Complete all required Lead Qualification Questions (LQQs).
• Identify qualifying and disqualifying criteria based on campaign and provider guidelines.
• Collect accurate information to determine eligibility and provider compatibility.

Customer Experience & Compliance

• Deliver empathetic, professional, and solution-oriented customer support.
• Handle objections and customer concerns effectively.
• Follow established call scripts, workflows, and quality assurance procedures.
• Ensure compliance with campaign requirements and qualification standards.
• Maintain consistency across all customer interactions.

CRM & Documentation

• Record customer interactions accurately within CRM systems.
• Maintain complete and accurate lead documentation.
• Navigate multiple software systems while communicating with customers.
• Ensure data integrity throughout the qualification process.

Requirements

Experience

• At least 1 year of experience in Sales or as a Sales Development Representative (SDR).
• Experience in outbound calling, telesales, lead qualification, appointment setting, customer service, or call center operations.
• Experience handling high-volume outbound calls.
• Experience using CRM systems (Salesforce preferred).

Skills & Competencies

• Excellent verbal communication and active listening skills.
• Strong ability to build rapport quickly with consumers.
• Effective objection-handling and persuasive communication skills.
• Strong organizational and time-management abilities.
• Excellent attention to detail and documentation accuracy.
• Ability to multitask while navigating multiple systems.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset with a commitment to delivering outstanding service.

Technical Skills

• Experience using CRM platforms, preferably Salesforce.
• Proficiency with Microsoft Office applications.
• Comfortable using web-based applications and multiple software systems simultaneously.

Preferred Qualifications

• Experience working with web-generated leads.
• Background in lead qualification, customer acquisition, or provider matching.
• Experience in high-volume outbound sales or call center environments.

Candidate Profile

You SHOULD Apply If

• You enjoy speaking with customers over the phone.
• You have experience in outbound calling, telesales, or lead generation.
• You are confident handling objections and guiding customer conversations.
• You are organized and can manage a high volume of outbound calls.
• You enjoy helping customers find the right solutions.
• You are comfortable working with CRM systems and documenting interactions accurately.

You Should NOT Apply If

• You dislike making outbound calls.
• You are uncomfortable working in a target-driven environment.
• You struggle to multitask across multiple software systems.
• You have limited customer communication or sales experience.
• You prefer non-customer-facing roles.

Other Information

Position Details

• Full-time remote (work-from-home) position.
• Entry-level role.

Tools & Technologies

• Salesforce (Preferred)
• CRM Systems
• Microsoft Office Suite
• Web-Based Applications
• Lead Management Platforms

Additional Benefits / Highlights

• Fully remote work environment.
• Opportunity to develop skills in outbound sales, customer engagement, and lead qualification.
• Work with a company serving over 9 million annual visitors.
• Be part of Marketplace Inc. (Forbes Advisor).
• Opportunity to connect consumers with trusted local service providers across more than 200 industries.
• Collaborative, customer-focused work culture with opportunities for professional growth.