Customer Outreach Representative

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, Operations, and NPS Council teams to keep data current
• Escalate customer issues or concerns to the right internal teams
• Share potential sales leads identified during customer conversations
• Participate in NPS meetings and provide feedback trends
• Track and report common reasons for non-responses

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 2–3 years of experience in:
○ Customer communication, customer service, or phone-based sales
• Strong verbal and written communication skills
• Comfortable making high-volume outbound calls/emails
• Highly organized with strong time management skills - Ability to manage multiple tasks throughout the day
• Proficient in Microsoft Office (Excel + Word)

• Associate’s degree in Business, Marketing, or related field (or equivalent experience)
• Experience with NPS, customer satisfaction programs, or survey tools
• Experience working cross-functionally with sales or operations teams
• CRM or customer data tracking experience
• Exposure to lead generation or identifying sales opportunities

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.