Phone Outreach Specialist

Job Title: Phone Outreach Specialist

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

An outreach request enters the queue, is checked, becomes a clear phone conversation, and closes with an appointment or a documented next step. The Phone Outreach Specialist handles these contacts so people receive accurate information and timely follow-up without repeating their requests. Working within the call center team under a call center team lead, this position coordinates with contacts, scheduling colleagues, and service representatives. This is a fully remote, work from home position based in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review assigned outreach requests in a CRM such as Microsoft Dynamics 365, checking contact details, previous notes, the reason for calling, and pending callbacks.
• Place outbound calls using a Contact-center phone system such as Genesys, introduce the purpose clearly, and confirm you have reached the intended contact.
• Follow approved call scripts and question sequences to understand each contact's service needs, preferred next step, and availability before discussing appointment options.
• Explain relevant service information from approved reference materials, answer routine questions accurately, and avoid guessing when information requires confirmation from another team.
• Arrange requested appointments through a Scheduling and calendar such as Calendly, checking availability and confirming the purpose, contact method, and agreed appointment details.
• Record call outcomes, unanswered attempts, contact preferences, and agreed next actions so the next representative can understand the conversation without repeating questions.
• Plan callbacks for unanswered calls or requested follow-up, honor requests to stop contact, and update the outreach queue to prevent unnecessary repeat calls.
• Escalate unclear requests, repeated contact difficulties, or concerns beyond your reference materials to the call center team lead, including relevant context and attempted steps.
• Send appointment confirmations through approved channels, share essential handoff notes with scheduling colleagues, and close completed requests only after outstanding actions are addressed.
• Maintain quality through accurate information, timely turnaround, complete notes, and dependable follow-up, using coaching feedback to improve clarity and consistency across calls.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of phone outreach, call center, or appointment coordination experience preferred.
• Familiarity with call scripts, telephone interviewing techniques, and structured needs assessment to identify the appropriate next step for each contact.
• Ability to build rapport, explain information clearly by phone, and write concise notes that support effective handoffs between colleagues.
• Comfort navigating phone queues, updating CRM entries, and checking appointment availability while keeping contact information accurate and conversations focused.
• Sound judgment when handling personal contact details, honoring communication preferences, and identifying questions that need team lead guidance.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for focused phone conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Georgia, with desk-based responsibilities centered on phone outreach and appointment coordination.
• Structured onboarding and training on the named CRM, phone, and scheduling systems, plus approved scripts and handoff procedures.
• Regular check-ins with the team lead for feedback, questions, and practical support with challenging calls.
• Opportunities to strengthen telephone interviewing, customer needs analysis, rapport building, and organized follow-up skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.