Customer Outreach Representative

Job Description
Job Summary
Support our clients Customer Experience (NPS/Falcon) program by proactively reaching out to customers, driving survey participation, and collecting feedback. This role is heavily focused on outbound communication, customer follow-ups, and internal coordination to improve response rates and customer satisfaction.

Key Responsibilities
Customer Outreach (Primary Focus - 80% of job)
 • Identify customers who haven’t responded to NPS surveys
 • Make outbound calls and send follow-up emails to drive responses
 • Contact customers with bounced survey emails to update contact info
 • Assist customers with completing surveys (resend links, walk through questions)
 • Educate customers on the purpose and value of NPS surveys
 • Track all interactions, updates, and outreach activity (Excel/OneNote)
 • Meet outreach cadence and response rate goals

Internal Communication & Support
 • Partner with Sales, Service, Operation...