Outbound Telesales Representative

Join a leading organization at the forefront of innovation, dedicated to shaping the future of technology and delivering exceptional experiences to customers worldwide. Through our partnership with Aquent, you'll have the unique opportunity to contribute to a team focused on operational excellence, driving seamless service delivery and impactful program execution.

Are you ready to make a significant impact by ensuring flawless operational support and elevating customer satisfaction? We are seeking a highly organized and customer-centric individual to step into a crucial operations and customer experience role. This is your chance to be the backbone of support for both customers and our sales teams, directly influencing service quality and efficiency. You'll play a vital part in streamlining processes, resolving complex issues, and contributing to initiatives that enhance our end-to-end service delivery.

Key Responsibilities

• Manage the intake and coordination of support and warranty requests, working closely with support teams to open, document, route, and advance cases.
• Generate accurate and timely service tickets and ensure diligent follow-up through resolution.
• Proactively escalate stalled or high-risk cases, providing concise summaries of issues, actions taken, and next steps.
• Triage smaller opportunities to appropriate fulfillment paths, confirm acceptance by receiving teams, and track exceptions and outcomes.
• Maintain comprehensive trackers for cases, warranty requests, service tickets, escalations, and referrals.
• Report on key metrics including volume, status, aging, resolution, and recurring themes from escalations.
• Document repeatable workflows and identify opportunities for efficiency gains and process improvements.

Qualifications

Required Skills & Experience

• Bachelor's degree in marketing or equivalent training.
• 5-7 years of professional experience in customer support, sales operations, account coordfmicination, or program operations.
• Strong case-management and customer service skills, demonstrating exceptional organization and follow-through.
• Clear and effective communication abilities, capable of engaging with customers, partners, and senior stakeholders.
• Proven ability to interpret operational data and develop actionable reporting.
• Proficiency with Excel, PowerPoint, Copilot, CRM/case-management tools, and collaboration platforms.
• A structured and analytical approach to problem-solving.

Preferred Skills

• Experience supporting technology sales or in a sales-adjacent operational role.
• Experience with commercial devices, warranty processes, or channel sales.
• Familiarity with SMB customers.
• Experience with the Surface product line.
• Demonstrated ability in pipeline management and quote management activities.
• Track record of working in a KPI-driven environment.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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