Outbound Telesales Representative

Aquent; Phoenix (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

Aquent in Phoenix, AZ seeks an operations/customer-experience professional to provide high-touch support for customers and the sales team. This is an internal, non-quota role that partners with Support and sales to ensure smooth case progression.

You will manage intake and coordination of support and warranty requests, route cases, generate SKPs, and report on volume and escalation themes. A Bachelor's degree in marketing or equivalent and 5–7 years in customer support or operations are required.

Qualifications

• Bachelor’s degree in marketing or equivalent training is required.
• 5–7 years in customer support, sales operations, or program operations.
• Experience with commercial devices, warranty processes, or SMB/channel sales is a plus.

Responsibilities

• Manage intake and coordination of support and warranty requests.
• Route cases to the appropriate team and generate SKPs accurately.
• Maintain trackers and report on volume, aging, escalations, and outcomes.

Skills

Case management

Customer service

Communication

Data interpretation & reporting

Organization & follow-through

Education

Bachelor’s degree in marketing or equivalent training

Tools

CRM/case-management tools

Excel

PowerPoint

Copilot

Job description

A vendor role providing high-touch operational support for customers and the sales team. It is an operations/customer-experience role, not quota-carrying — it “does not replace the accountable seller or Support case owner (Role Scope).

Key Responsibilities

• Customer satisfaction, warranty & support: Manage intake and coordination of support/warranty requests, work with Support to open, document, route, and advance cases, generate SKPs (service tickets) accurately and on time, own follow-up through resolution, and escape stalled or high-risk cases with a concise issue/actions/next-step summary.
• SMB opportunity routing: Triage smaller SMB Surface opportunities to the right Store or channel fulfillment path, confirm acceptance by the receiving team, and track exceptions and outcomes.
• Reporting & analytics: Maintain trackers for cases, warranty requests, SKPs, escalations, and SMB referrals; report on volume, status, aging, resolution, and escalation themes; document repeatable workflows and identify efficiency gains.

Skills & Qualifications

• Strong case-management and customer service skills, organization/follow-through, and clear communication with customers, partners, and senior stakeholders.
• Ability to interpret operational data and build actionable reporting; proficiency with Excel, PowerPoint, Copilot, CRM/case-management tools, and collaboration platforms.
• 5+ years in customer support, sales operations, account coordination, or program operations (or equivalent); experience with commercial devices, warranty processes, SMB customers, or channel sales — Surface experience preferred.

Success Measures

Timely acknowledgment and progression of requests; consistent visibility on open, aging, and escalated cases; accurate SKP generation and reporting; clean SMB handoffs with tracked ownership; and improved customer satisfaction with reduced administrative burden.

Education/Experience:

• Bachelor’s degree in marketing or equivalent training required.
• 5-7 years required.