Client Outreach Associate

Role Details

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

We are currently looking for a dynamic, proactive, well-versed Customer Support Specialist to provide customer support for one of our partners. The Client Outreach Coordinator is responsible for calling clients at their scheduled time, and transferring them to a speech-language pathologist on our team if they successfully answer. Additionally, they’re responsible for following up with clients who missed their consultation appointment with an established follow-up sequence.

What You’ll Do:

• Call clients during their scheduled consultations
• Work down a daily list of prospect clients for outreach who missed their initial consultation
• Follow a documented outreach cadence for each client, including a series of text messages and outbound calls over the course of several days.
• Confirm information provided by the live caller in advance of transfer.
• Transfer live callers to a speech-language pathologist. If one is unavailable, reschedule the client’s consultation at a desired time.
• Correspond with clients via text message in an attempt to get in contact or schedule a follow-up.
• Provide excellent client services and support, and use scripting as necessary for client communications.
• Document all outreach attempts, follow-up activities, and statuses within our CRM platform.
  Potential addition of Inbound call answering in the future, following scripted information verification/collection and call routing.

What We Expect From You:

• Flexibility to work across a Monday-to-Sunday roster 
• Ability to step in and assist both Agents and the Team Leader when needed
• The above is not an exhaustive list of duties, and you will be expected to perform ad hoc duties and/or different tasks as necessary within the Customer Care Team and in support of Prezzee's overall business objectives
• Natural communication & exceptional interpersonal skills to build relationships with key stakeholders & customers
• Continuous improvement attitude, with the ability to suggest and implement best practices or process enhancements that support the team in achieving business objectives.
• Is flexible amid an ever-changing and growing environment
• Team-oriented focus with strong collaboration skills
• Ability to use sound judgment and take responsive action effectively and in a timely manner when appropriate
• Excellent relationship-building skills with the ability to communicate and collaborate across all organizational levels
• Strong work ethic with a can-do attitude to build both internal & customer relationships
• Investigative mindset, adaptable, innovative, and resilient
• Willingness to learn and a growth mindset
• 2+ years of Customer Service experience. Mentoring, training or TL experience is highly regarded
• Experience with Zendesk is highly regarded
• Experience working in an agile and changing work environment
• Mid-level knowledge of MS Excel (creating spreadsheets and charts and using financial Excel functions)
• Exceptional attention to detail

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Work type - Hybrid model
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].