About this role
### Role summary
The Contact Center Associate is the frontline voice of Spyne's Human BDC line — making and taking calls to US dealership rooftops on behalf of Spyne's dealer customers: setting sales and service appointments, following up on leads Vini (Spyne's AI agent) has qualified, and logging every interaction. This is a founding-batch hire into a brand-new team.
### Key responsibilities
- Make outbound calls and handle inbound calls to/from US dealership contacts (sales leads, service customers) per the account's call SOP
- Set and confirm sales appointments and service/RO appointments; follow up on no-shows and re-engage cold leads
- Follow the call script/SOP for the assigned track (sales desk, service drive, or F&I) and escalate or hand off to Vini (the AI agent) or the Team Lead per the defined routing logic
- Log every call outcome accurately in the CRM/DMS/calling platform within the shift
- Hit daily and weekly targets for call volume, connects, and appointments set
- Flag script gaps, dealer account data issues, or platform problems to the Team Lead
- Join daily huddles and coaching sessions, and apply feedback from call QA reviews
Requirements & qualifications
- 0–3 years in a contact center/BDC/telesales role; prior US-process voice experience strongly preferred, automotive BDC experience a plus but not required
- Clear spoken English with a neutral accent and strong listening comprehension for US callers
- Willing to work US business-hour shifts (rotational EST/CST/PST) from India
- Basic comfort with a dialer/CRM, and typing while on a call
- Resilient, coachable, and comfortable in a high-call-volume outbound environment
- Graduate (any stream) preferred; undergraduates with strong voice-process experience will be considered