Account Management Outbound Specialist

Company Overview:

At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

Position Summary

The Account Management Outbound Specialist is responsible for proactively engaging Everon customers through outbound calling campaigns designed to retain customers, increase loyalty, identify sales opportunities, recover at-risk accounts, and generate new revenue.

Outbound Specialists may be assigned to specialized Account Management initiatives, including the Loyalty Outbound program or No Save Left Behind program.

This position requires strong communication, consultative selling, objection handling, and customer retention skills. Specialists are expected to create meaningful customer conversations that result in improved customer relationships, retained accounts, and revenue growth.
Important: This position reports daily to the worksite 800 E Waterman St, Wichita, KS

Key Responsibilities

• Execute assigned outbound calling campaigns.
• Make high-volume outbound customer calls while maintaining a high-quality customer experience.
• Engage customers proactively to understand needs, concerns, and potential reasons for dissatisfaction.
• Identify opportunities to retain customers and prevent cancellations.
• Present appropriate solutions, offers, products, and services.
• Identify upgrade, cross-sell, and new sales opportunities.
• Schedule qualified appointments and sales opportunities.
• Document all customer interactions accurately.
• Follow established sales, retention, and compliance processes.
• Manage assigned call lists and follow-up activities.
• Maintain required productivity and contact rate expectations.
• Partner with inbound Account Management and other teams when additional customer support is required.
• Participate in coaching and calibration sessions.
• Utilize available customer insights and tools to personalize conversations.

Specialized Programs

Loyalty Outbound Specialists

Focus on proactively engaging existing customers to strengthen loyalty, identify opportunities to improve the customer relationship, and prevent future attrition.

No Save Left Behind Specialists

Focus on re-engaging customers who were not retained during an initial cancellation or save attempt, identifying additional opportunities to resolve concerns and recover the relationship.

Core Performance Measures

• Outbound dials
• Contacts / Contact Rate
• Conversations
• Save Rate
• Saves
• Save Survival Rate
• New RMR
• Sales
• Qualified Leads
• Appointments Created
• Appointment Conversion
• Quality Assurance
• Schedule Adherence
• Attendance
• Productivity