Outbound Sales Representative

About Us

World's Largest Online Cigar Store. JR Cigar is one of the largest retailers of cigars in North America. The site, JRCigars.com attracts over 100,000 unique users each month.

Overview

The Outbound Sales Representative is responsible for proactively re-engaging lapsed customers to drive revenue recovery, improve customer retention, and support overall business growth. This role focuses on converting inactive accounts into active customers while capturing valuable customer insights that can improve future outreach, CRM accuracy, and campaign strategy. 

Aligned with business growth objectives, this role will help drive customer retrieval toward a targeted 6–7% ROI/customer retrieval. 

Responsibilities

Outbound Sales & Customer Re-Engagement 

• Conduct high-volume outbound calls to lapsed or inactive customers to re-establish relationships and drive sales. 
• Execute targeted outreach campaigns focused on reactivating high-value and previously engaged customers. 
• Promote current offers, bonus buys, monthly sales opportunities, and featured product campaigns during customer interactions. 
• Use a professional, service-oriented approach to build trust and encourage renewed customer activity. 

Revenue Generation & Performance 

• Meet or exceed monthly sales and customer retrieval targets tied to campaign performance goals. 
• Drive measurable improvement in reactivation results toward the 6–7% customer retrieval/ROI objective. 
• Identify upsell and cross-sell opportunities that increase revenue contribution and overall customer value. 
• Maintain consistent follow-up practices to improve outreach effectiveness and conversion rates. 

Customer Insights & Data Integrity 

• Document customer feedback regarding reasons for inactivity, including competitor use, changes in customer needs, relocation, or other relevant circumstances. 
• Accurately update customer records, contact information, call outcomes, and disposition notes in the CRM system. 
• Support ongoing CRM data cleansing efforts to improve targeting accuracy and future campaign performance. 
• Share recurring customer objections, trends, and insights with leadership to support sales strategy and retention planning. 

Collaboration & Continuous Improvement 

• Partner with inbound sales, concierge, and customer service teams to ensure a consistent customer experience. 
• Participate in campaign reviews, product education, sales coaching, and performance improvement discussions. 
• Provide feedback on campaign messaging, customer response patterns, and sales enablement needs. 
• Contribute to a positive, accountable, and metrics-driven team environment. 

Performance Metrics 

• Customer retrieval/reactivation rate, with a target range of 6–7%. 
• Monthly sales revenue generated from outbound campaign activity. 
• Call volume, connection rate, conversion rate, and follow-up completion. 
• CRM data accuracy, completeness of call notes, and disposition quality. 
• Participation in monthly campaigns, product promotions, bonus buys, and sales initiatives. 

Qualifications

• Prior experience in telemarketing, outbound sales, customer service, call center, or customer win-back campaigns required. 

• Strong verbal communication, active listening, persuasion, and relationship-building skills. 

• Results-driven mindset with the ability to work successfully in a metrics-based environment. 

• Ability to handle objections professionally and maintain a positive customer experience. 

• Comfortable using CRM systems, call tracking tools, and basic data entry processes. 

• Strong attention to detail, follow-through, and accountability for individual performance results.