Customer Service and Sales Specialist Agent

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.

Check out our YouTube video:

https://youtu.be/AsPjX-5uyQQ

Position Summary

The Customer Service and Sales Specialist delivers exceptional support while proactively promoting protection plans, home services, and value-added solutions. This role requires strong communication, accuracy, problem-solving, and consultative sales skills. The objective is to provide an outstanding customer experience while ensuring the right products are recommended based on customer needs.

Key Responsibilities

• Manage inbound calls related to billing, service appointments, product information, and general account support.

• Provide accurate, timely information with professionalism and empathy.

• Coordinate service requests with dispatch teams, technicians, and internal departments.

• Resolve customer concerns on first contact when possible, and follow up when required.

• Maintain accurate documentation and adhere to all quality and compliance standards.

• Identify customer needs and recommend appropriate protection plans and home service solutions.

• Execute consultative selling: uncover needs, build value, present solutions, and close effectively.

• Achieve monthly and quarterly sales targets for enrollments, upgrades, and add-on services.

• Manage objections confidently while maintaining a positive customer experience.

• Stay up to date on all products, promotions, and pricing.

• Contribute to a strong sales culture by sharing best practices and supporting team success.

Operational and Administrative Tasks

• Accurately document all customer interactions in real time.

• Schedule appointments based on technician availability and customer requirements.

• Follow all operational processes, quality metrics, and compliance guidelines.

• Report recurring issues and customer trends to support continuous improvement.

Required Skills and Qualifications

• Strong verbal and written communication skills in English

• Experience in customer service, sales, or contact center environments.

• Demonstrated ability to meet or exceed sales targets.

• Strong negotiation and objection-handling abilities.

• Ability to multitask and perform in a fast-paced environment.

• High attention to detail and a customer-first mindset.

• Proficiency with CRM systems, scheduling tools, and related platforms.

• Results-driven with a proactive approach to problem-solving.

Performance Metrics

• Customer Satisfaction (CSAT)

• First Contact Resolution

• Sales Conversion Rates

• Quality Assurance

• Attendance, Adherence, and Productivity