Outbound Telesales Representative [AQ-17804]

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. Client Description Join a global technology leader driving innovation and empowering people and organizations worldwide to achieve more. Here, you’ll collaborate with passionate, diverse teams to create impactful solutions that shape the future. The culture prioritizes growth, inclusion, and purpose—where your ideas are valued, and your work drives real change. Wherever your passion lies and wherever your career is headed—you’ll play a role in projects that touch billions of lives. With flexible work options and a supportive environment, you’ll have the tools to thrive both personally and professionally. Be part of something that truly matters. Why work with AQUENT? Check out our awesome benefits: https://aquent.com/talent/talent-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.