Customer Service Representative – Outbound Center of Excellence Full Time

Position Overview

The Customer Service Representative (CSR) – Outbound Center of Excellence is a high-impact, member-facing role that blends business development, sales, service, and care coordination. This role is responsible for proactive outbound engagement, driving awareness, interest, and enrollment in nutrition and wellness programs.

This is not a traditional customer service role this position functions similarly to a Business Development Representative (BDR), requiring a consultative, metrics-driven, and conversion-focused mindset. CSRs are responsible for generating interest, qualifying member needs, and moving individuals through the engagement funnel from initial outreach to program enrollment.

Using a case management approach, CSRs assess members holistically by understanding their social, nutritional, and health-related needs. Through structured outreach and meaningful conversations, this role identifies barriers, qualifies opportunities, and connects members with the most appropriate services, including meal programs, Medical Nutrition Therapy (MNT), and other available resources.

Key Responsibilities

• Execute high-volume outbound outreach with a business development and sales-oriented approach to generate engagement and build a strong pipeline of interested members
• Qualify member needs and readiness by asking strategic, insight-driven questions to determine eligibility, fit, and next steps
• Build rapport quickly to drive interest, handle objections, and convert prospects into active program participants
• Clearly articulate the value of meal programs and wellness services to influence decision-making and increase enrollment rates
• Manage members through the full engagement lifecycle, from initial contact through onboarding and activation
• Guide members through setup of Medical Nutrition Therapy (MNT) services and other program offerings
• Conduct structured surveys and needs assessments to evaluate social determinants of health and resource accessibility
• Apply a case management mindset to prioritize member needs, coordinate solutions, and ensure follow-through
• Identify opportunities to connect members with free or subsidized programs through Medicaid, Medicare, and community resources
• Maintain an organized pipeline of member interactions, follow-ups, and conversion opportunities within CRM systems
• Collaborate cross-functionally to ensure seamless handoffs and a high-quality member experience
• Maintain compliance with HIPAA and all regulatory requirements
• Consistently meet or exceed KPIs related to call volume, lead conversion, enrollment rates, and quality metrics

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 1+ years of experience in outbound sales, business development, call center operations, customer service, healthcare outreach, or case management support
• Proven success in lead generation, qualification, or conversion-focused roles (BDR/SDR experience strongly preferred)
• Experience working within a pipeline or funnel-based sales environment and achieving performance targets
• Familiarity with healthcare programs (Medicaid, Medicare) is a plus

We currently have two positions available:

Position 1:

• Must be bilingual (English and Spanish)

Position 2:

• Must be fluent in English

Skills & Competencies

• Strong business development and sales acumen, including prospecting, qualifying, and closing conversations
• Ability to manage and prioritize a pipeline of opportunities with effective follow-up strategies
• Excellent communication and active listening skills
• Skilled at uncovering needs and aligning solutions to drive conversion
• Confidence handling objections and guiding members toward action
• Ability to balance empathy with performance-driven outcomes
• Strong organizational and CRM documentation skills
• Comfortable working in a fast-paced, metrics- and quota-driven environment
• Problem-solving mindset with a focus on both member success and program growth

Why This Role Matters

This role is essential to expanding access to critical nutrition and health resources for underserved populations. By combining business development discipline with compassionate, needs-based outreach, you will play a key role in identifying opportunities, increasing program participation, and improving member outcomes.

Your ability to build a pipeline, convert engagement into action, and deliver meaningful solutions will directly impact both individual lives and broader program success making this a uniquely rewarding opportunity to drive measurable and meaningful change.

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person