Call Center Agent

Sales Development Representative (SDR)

Role Overview

The Sales Development Representative (SDR) serves as the first point of contact for inbound customer inquiries, playing a critical role in delivering outstanding service, qualifying prospects, and driving new business opportunities. This position focuses on understanding customer needs, sharing product knowledge, and scheduling qualified meetings to support overall growth objectives.

Key Responsibilities

Customer Interaction

• Manage inbound calls promptly and professionally, providing a positive first impression.

• Engage with customers to assess their needs and guide conversations effectively.

Lead Qualification

• Utilize qualification frameworks such as BANT (Budget, Authority, Need, Timeline) to evaluate lead potential.

• Identify qualified opportunities and facilitate a smooth transition to the sales team.

Product and Service Expertise

• Provide accurate information about offerings, addressing questions and concerns with confidence.

• Act as a trusted resource to help customers understand service value and next steps.

Appointment Setting

• Schedule follow-up meetings and calls for the sales team with high-potential leads.

• Ensure seamless handoff by accurately capturing customer details and context.

CRM and Data Management

• Update and maintain customer records in the CRM system with high attention to detail.

• Track and report on call activities and lead qualification outcomes.

Performance and Collaboration

• Consistently meet or exceed individual targets for calls handled, lead qualifications, and appointments set.

• Collaborate closely with sales leadership to align on qualification standards and pipeline strategies.

Market Feedback

• Share insights from customer conversations, including emerging trends and potential service improvements.

Call Handling and Efficiency

• Apply call center best practices to maximize customer satisfaction and productivity.

• Manage high call volumes while maintaining service quality and professionalism.

Adaptability

• Adjust quickly to evolving products, services, and business priorities.

• Maintain flexibility when handling a variety of customer inquiries and scenarios.

Required Qualifications

• 2+ years of experience in an inbound sales, call center, or customer service environment.

• Proven track record of meeting or exceeding sales quotas and call center KPIs.

• Strong verbal and written communication skills, with an ability to build rapport quickly over the phone.

• Proficiency with CRM systems and call center technology.

• Highly organized with the ability to multitask and prioritize in a fast-paced setting.

• Quick learner with adaptability to new products, services, and tools.

• Availability to work within PST–EST business hours.

Preferred Qualifications

• 2+ years working in a high-volume call center environment.

• Familiarity with sales automation tools and advanced call center platforms.

Working Hours

• Candidates must be available to work during Eastern Time (EST) business hours.