Customer Service Agent (Inbound & Outbound Calling)

Forbes Advisor; United States; Remote; USD 40,000 - 65,000; Full time

Job summary

Expertise is seeking a remote concierge and provider-matching specialist to join our consumer services team. You will conduct outbound calls and provider-matching conversations with clients, primarily during night shifts, Monday through Friday.

The role emphasizes reliability, KPI attainment, strong English communication, ability to work independently, and comfortable using CRMs to document interactions and track outcomes.

Qualifications

• At least 1 year of remote work experience.
• Experience with outbound calls, appointment setting, or lead qualification.
• Strong English communication and active listening skills.

Responsibilities

• Conduct outbound calls to clients as part of concierge and provider-matching processes.
• Perform basic provider data research.
• Document conversations with clients clearly and accurately for records.
• Adapt to changing workflows and meet deadlines.
• Maintain productivity and work independently with minimal supervision.
• Demonstrate initiative and contribute ideas for process improvements.

Skills

Outbound calls

Customer service

English communication

KPI driven

Remote work

CRM tools

Tools

CRM software

Job description

This is a remote work position.

Job Summary

You will be one of the rockstar members of our consumer services team responsible for conducting concierge calls and provider-matching calls to clients with service requirements.

Night Shift hours. Monday-Friday,

• Do you have more than 1 year of experience making outbound calls - including appointment setting?
• Do you have reliable internet, good computer specs, and a quiet environment to make high-qualitycalls?
• Are you a responsible person that can be trusted to work remotely?
• Can you handle night shift hours?
• Are you someone with a great attitude with a proven history of hitting KPIs?

Duties and Responsibilities

1. Comprehend how we do things with clients and make sure they’re getting their money’s worth.
2. Competent in conducting basic provider data research.
3. Conduct phone conversations with clients in the capacity of an executive assistant, maintaining a balance between casual and professional tones.
4. Jot down what you talk about with clients in a clear and accurate way.
5. Roll with the punches when things change at work, and still get the job done right.
6. Stay pumped and focused on getting stuff done on time.
7. Demonstratesuccess in initiating and executing new ideas.
8. Manage personal productivity and work independently with minimal supervision.

Requirements:

• At least 1 year of remote work experience.
• Minimum 1 year of experience in cold calling, outbound sales, customer service, appointment setting, or lead qualification.
• Strong English communication and active listening skills.
• Self-driven, dependable, and able to work independently with integrity.
• Customer-focused with the ability to build rapport, qualify leads, and handle objections professionally.
• Tech-savvy, detail-oriented, and comfortable using CRMs and other remote work tools.
• Goal-oriented, coachable, and adaptable in a fast-paced, metrics-driven environment.

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.