Job Description
This is a work from home position. Job Summary As an Outbound Concierge Specialist, you will play a vital role in helping consumers find trusted service providers while creating positive experiences that drive successful outcomes. Your ability to connect, qualify, and guide consumers through the process will directly contribute to the success of both consumers and service providers. Role Overview The Outbound Concierge Specialist is responsible for proactively contacting consumers who have submitted service inquiries through online lead-generation channels, including Forbes Advisor, Expertise.com, affiliate partners, and other digital platforms. This role serves as the first human touchpoint in the consumer journey, engaging prospects quickly after inquiry submission to verify their needs, assess eligibility, and connect them with the most appropriate service providers. The ideal candidate is customer-focused, highly responsive, and comfortable making a high volume of outbound calls while delivering a professional, concierge-level experience. Success in this role is measured by speed-to-contact, qualification accuracy, successful provider transfers, customer satisfaction, and adherence to quality standards. KEY RESPONSIBILITIES Outbound Consumer Outreach Make timely outbound calls to consumers / contact new leads as quickly as possible to maximize engagement and conversion opportunities. Build trust and establish rapport during initial conversations. Deliver a professional, consultative, and customer-focused experience. Manage multiple outbound leads while maintaining quality and productivity standards. Lead Qualification Verify consumer contact information and service requirements. Confirm consumer intent and interest in receiving assistance. Complete all required Lead Qualification Questions (LQQs). Identify qualifying and disqualifying criteria based on campaign and provider guidelines. Gather accurate information to determine consumer eligibility and service pro
