Outbound Call Specialist

Job Summary

As an Outbound Concierge Specialist, you will play a vital role in helping consumers find trusted service providers while creating positive experiences that drive successful outcomes. Your ability to connect, qualify, and guide consumers through the process will directly contribute to the success of both consumers and service providers. 

 

Role Overview

The Outbound Concierge Specialist is responsible for proactively contacting consumers who have submitted service inquiries through online lead-generation channels, including Forbes Advisor, Expertise.com, affiliate partners, and other digital platforms. This role serves as the first human touchpoint in the consumer journey, engaging prospects quickly after inquiry submission to verify their needs, assess eligibility, and connect them with the most appropriate service providers. 

The ideal candidate is customer-focused, highly responsive, and comfortable making a high volume of outbound calls while delivering a professional, concierge-level experience. Success in this role is measured by speed-to-contact, qualification accuracy, successful provider transfers, customer satisfaction, and adherence to quality standards. 

 

KEY RESPONSIBILITIES 

• Outbound Consumer Outreach 

• Make timely outbound calls to consumers / contact new leads as quickly as possible to maximize engagement and conversion opportunities. 

• Build trust and establish rapport during initial conversations. 

• Deliver a professional, consultative, and customer-focused experience. 

• Manage multiple outbound leads while maintaining quality and productivity standards. 

• Lead Qualification 

• Verify consumer contact information and service requirements. 

• Confirm consumer intent and interest in receiving assistance. 

• Complete all required Lead Qualification Questions (LQQs). 

• Identify qualifying and disqualifying criteria based on campaign and provider guidelines. 

• Gather accurate information to determine consumer eligibility and service provider fit. 

• Customer Experience & Compliance 

• Provide empathetic, professional, and solution-oriented service. 

• Handle objections and consumer concerns effectively. 

• Maintain compliance with campaign requirements and qualification standards. 

• Follow established scripts, workflows, and quality guidelines. 

• Ensure consistent handling of all lead types and inquiries. 
  
   

Required Skills & Qualifications

• Previous experience in outbound calling, tele sales, lead qualification, customer service, call center operations, or appointment setting. 
• Has at least 1-year experience in Sales or as a Sales Development Representative.

• Strong verbal communication and active listening skills. 

• Ability to build rapport quickly and engage consumers over the phone. 

• Confidence handling objections and guiding conversations. 

• Strong attention to detail and documentation accuracy. 

• Ability to manage a high volume of outbound calls while maintaining quality standards. 

• Excellent organizational and time-management skills. 

• Strong problem-solving and decision-making abilities. 

  Technical Skills 

• Experience using CRM systems, preferably Salesforce. 

• Proficiency with Microsoft Office and web-based applications. 

• Comfortable navigating multiple systems while speaking with consumers. 

  Preferred Qualifications 

• Experience working with web-generated leads. 

• Background in lead qualification, customer acquisition, or provider matching environments. 

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.