Customer Engagement Specialist

This is a remote position.

Schedule: 40 hours per week, Monday to Friday from 9 AM to 6 PM Toronto, CA Time with 1 hour unpaid lunch break

Responsibilities:

● Follow-Up Sequence Management:

■ Execute a one-week follow-up cycle for various client segments.

■ Day 1: Make the first call attempt. If voicemail, send an immediate followup email. If connected, qualify the client and send an introductory email.

■ Day 3: Make the second call attempt. If voicemail, send a brief follow-up email.

■ Day 5: Make the third call attempt. If voicemail, send final email encouraging engagement.

■ Day 7: Send a final summary email (if no response) outlining the company’s capabilities and inviting them to connect.

● Client Segments:

 ■ Contacts who received a quote but have not proceeded with it.

■ Past clients who have been inactive for 90 days or more.

■ New potential leads who have not yet interacted 

● Client Communication:

■ Follow a provided phone script during calls to qualify contacts.

■ Update and maintain client data and interaction notes in Zoho CRM.

● Quality Assurance and Surveys:

■ Conduct QA calls for ongoing projects.

■ Make post-shipment Customer Experience survey calls to gather feedback.

● Additional Duties:

■ Assist with other client outreach and calling responsibilities as needed.

Qualications:

● Proven experience in customer service, virtual assistance, or a related role.

● Excellent verbal and written communication skills.

● Familiarity with CRM systems (experience with Zoho CRM is a plus).

● Strong organizational skills and ability to manage multiple tasks effectively.

● Professional phone demeanor and ability to build rapport with clients.

● Self-motivated and able to work independently in a remote environment.