Outbound Telesales Representative

Operations Vendor

Role Overview A vendor role providing high-touch operational support for customers and the sales team. It is an operations/customer-experience role, not quota-carrying - it "does not replace the accountable seller or Support case owner (Role Scope).

Key Responsibilities

Customer satisfaction, warranty & support: Manage intake and coordination of support/warranty requests, work with Support to open, document, route, and advance cases, generate SKPs (service tickets) accurately and on time, own follow-up through resolution, and escalate stalled or high-risk cases with a concise issue/actions/next-step summary.

SMB opportunity routing: Triage smaller SMB Surface opportunities to the right Store or channel fulfillment path, confirm acceptance by the receiving team, and track exceptions and outcomes.

Reporting & analytics: Maintain trackers for cases, warranty requests, SKPs, escalations, and SMB referrals; report on volume, status, aging, resolution, and escalation themes; document repeatable workflows and identify efficiency gains.

Skills & Qualifications

Strong case-management and customer service skills, organization/follow-through, and clear communication with customers, partners, and senior stakeholders.

Ability to interpret operational data and build actionable reporting; proficiency with Excel, PowerPoint, Copilot, CRM/case-management tools, and collaboration platforms.

5+ years in customer support, sales operations, account coordination, or program operations (or equivalent); experience with commercial devices, warranty processes, SMB customers, or channel sales - Surface experience preferred.

Success Measures Timely acknowledgment and progression of requests; consistent visibility on open, aging, and escalated cases; accurate SKP generation and reporting; clean SMB handoffs with tracked ownership; and improved customer satisfaction with reduced administrative burden.

Education/Experience:

* Bachelor's degree in marketing or equivalent training required.

* 5-7 years required.

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