Customer Outreach Representative

Location: Framingham, MA
Work Arrangement: 100% Onsite

Position Summary

We are seeking highly motivated Customer Outreach Representatives to support a strategic customer adoption initiative within an Accounts Receivable organization.

This position will focus on conducting high-volume outbound calls to customers who have already been enrolled in an online payment portal but are not actively using it. The primary objective is to educate customers on the benefits of the portal, encourage adoption and engagement, answer basic questions, and assist with registration and initial navigation.

The ideal candidate enjoys speaking with customers, can quickly build rapport, is comfortable influencing customers to take action, and thrives in a fast-paced, high-volume environment.

Success will be measured through outreach activity, customer engagement, portal adoption, and accurate documentation of customer interactions.

Key Responsibilities

• Conduct high-volume outbound calls to targeted customers.
• Perform approximately 150–200 productive calls per day once fully ramped.
• Promote awareness, enrollment, and ongoing usage of an online payment portal.
• Educate customers on portal features, benefits, and available payment options.
• Assist customers with basic portal registration, login, and navigation questions.
• Clearly communicate value propositions and encourage customers to utilize self-service payment solutions.
• Build rapport with customers and positively influence portal adoption.
• Follow established call scripts, outreach procedures, and escalation guidelines.
• Accurately document call activity, customer feedback, and outcomes in designated systems.
• Identify customer concerns and route inquiries outside the scope of the project to the appropriate internal teams.
• Follow established transfer procedures when customers require additional assistance.
• Maintain a professional, positive, and customer-focused approach during all interactions.
• Quickly learn processes and expectations to achieve productivity and customer engagement goals.

Qualifications

• Excellent customer service and verbal communication skills.
• Comfortable making a high volume of outbound calls throughout the workday.
• Friendly, confident, and professional phone presence.
• Ability to quickly establish rapport with customers.
• Strong influencing and persuasion skills with the ability to encourage customers to take action.
• Ability to clearly explain products, services, features, and benefits.
• Adaptable and comfortable working in a fast-paced, metrics-driven environment.
• Strong attention to detail and ability to accurately document customer interactions.
• Basic computer proficiency.

Preferred Experience

Previous experience in one or more of the following areas is preferred:

• Customer Service
• Customer Support
• Call Center
• Outbound Calling
• Inside Sales
• Customer Outreach
• Account Support
• Customer Retention or Engagement