Customer Service Representative

Outbound Sales Agent – Energy & Utilities

Job Summary

The Outbound Sales Agent is responsible for proactively engaging prospective and existing customers through outbound calls to promote energy and utility products and services, including electricity, gas, renewable energy solutions, and related value-added services. The role focuses on customer acquisition, retention, cross-sell, and win-back campaigns while ensuring compliance with regulatory requirements and delivering an exceptional customer experience.

Key Responsibilities

Sales & Customer Acquisition

• Conduct outbound sales calls to prospective and existing customers to promote energy and utility products and services.
• Identify customer needs and recommend suitable electricity, gas, solar, or bundled utility solutions.
• Convert sales opportunities and achieve individual and team sales targets.
• Execute acquisition, retention, win-back, and cross-sell campaigns.
• Effectively manage customer objections and negotiate solutions to secure sales outcomes.

Customer Relationship Management

• Build and maintain positive customer relationships through professional and consultative selling.
• Educate customers on available plans, pricing, promotions, and energy-saving options.
• Accurately explain contract terms, conditions, and service benefits.
• Ensure customer concerns and inquiries are addressed promptly and professionally.

Compliance & Quality

• Adhere to all regulatory, compliance, and quality requirements applicable to the energy and utilities industry.
• Ensure all sales interactions meet internal quality standards and customer protection guidelines.
• Maintain accurate records of customer interactions, sales activities, and outcomes within CRM and sales systems.
• Follow approved sales scripts and disclosure requirements.

Performance & Reporting

• M eet or exceed sales conversion, revenue, productivity, and quality KPIs.
• Participate in coaching sessions, sales workshops, and continuous learning initiatives.
• Monitor personal performance metrics and implement improvement actions.
• Provide feedback regarding customer trends, market intelligence, and competitor activity.

Qualifications

• Minimum 1-3 years of outbound sales, telesales, or customer acquisition experience.
• Experience in the Energy, Utilities, Telecommunications, or BPO industry is an advantage.
• Proven track record of achieving sales and conversion targets.

Required Skills

• Strong consultative selling and negotiation skills.
• Excellent verbal communication and active listening abilities.
• Effective objection-handling and closing techniques.
• Customer-focused mindset with strong relationship-building skills.
• Ability to work in a target-driven, fast-paced environment.
• Proficiency in CRM, sales platforms, and Microsoft Office applications.
• Strong attention to detail and compliance awareness.