Senior Call Center Agent

Position Title: Inbound Call Center Sales Representative

Languages Required: Fluent in English & Spanish

Role Summary

As the first voice customers hear when reaching out, you play a pivotal role in shaping their experience. In this fast-paced role, you'll assess customer needs, deliver tailored solutions, and drive qualified sales opportunities. Your focus on service excellence, communication, and lead qualification will directly impact company growth and customer satisfaction.

Primary Responsibilities

• Customer Engagement: Respond to inbound calls promptly, delivering friendly, helpful, and professional service.
• Lead Qualification: Identify sales opportunities using the BANT framework (Budget, Authority, Need, Timeline) to qualify potential leads.
• Product Expertise: Confidently explain services, resolve questions, and handle objections with clarity and empathy.
• Appointment Setting: Schedule follow-ups or handoff appointments to the appropriate sales representatives.
• CRM Accuracy: Maintain up-to-date and detailed customer records in the CRM system to support seamless follow-ups.
• Sales Performance: Consistently hit or surpass key performance indicators, including call handling time and conversion rates.
• Team Collaboration: Partner closely with sales colleagues to ensure a seamless lead transition and improved closure rates.
• Customer Insights: Share feedback on recurring customer questions, pain points, and service improvement opportunities.
• Call Center Best Practices: Apply industry-standard practices to increase efficiency, effectiveness, and customer satisfaction.
• Time & Priority Management: Handle high call volumes without compromising service quality or professionalism.
• Flexibility & Growth Mindset: Stay agile as product offerings and customer expectations evolve.
  
  

Minimum Qualifications

• 2+ years in a call center, inbound sales, or customer service environment.
• Demonstrated success meeting or exceeding call performance and sales goals.
• Exceptional verbal and written communication skills.
• Confident phone presence with the ability to build trust quickly.
• Experience with CRM platforms and call center software.
• Ability to multitask and stay organized under pressure.
• Quick learner with a proactive, adaptable approach.
• Schedule Flexibility: Must be available to work hours aligned with PST to EST time zones.
  
  

Preferred Qualifications

• Experience in a high-volume, performance-driven call center.
• Familiarity with sales automation tools and advanced call center technologies.
  
  

Working Hours

This role requires availability within the Eastern Standard Time (EST) zone, with flexibility to support business needs across U.S. time zones.