Account Services Representative

Talentoma; Pennsylvania; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking an Account Services Representative for a fully remote role based in Pennsylvania, United States. The position supports customers via calls, emails, and tickets, with a 40-hour weekly commitment and shift variability.

You will use Pipedrive, Gorgias, and Talkdesk to manage interactions, document outcomes, and provide clear product information. Training and onboarding are provided, with health coverage and 401(k) benefits.

Qualifications

• High school diploma or equivalent required.
• No experience required; related experience preferred.
• Familiarity with account services and routine service workflows preferred.
• Ability to learn Pipedrive and Gorgias for customer interaction tracking.
• Ability to learn Talkdesk for inbound call handling and outcomes.
• Clear verbal and written communication when explaining product or service information.

Responsibilities

• Review incoming calls, emails, and service tickets; identify the customer request and provide accurate account services support.
• Confirm relevant account details using a CRM such as Pipedrive while protecting customer information.
• Use Gorgias to open, update, categorize, and close service tickets with complete interaction notes.
• Explain product or service information, routine account updates, and next steps clearly and respectfully.
• Ask focused questions to understand missing details and document responses for follow-up.
• Coordinate with internal contacts when actions exceed the representative's scope; escalate when needed.

Skills

Clear communication

CRM learning ability

Remote work discipline

Team collaboration

Problem solving

Education

High school diploma or equivalent

Tools

Pipedrive

Gorgias

Talkdesk

Job description

Job Title: Account Services Representative

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Each shift begins with the open queue: calls, emails, and service tickets waiting for an answer. The Account Services Representative responds directly to customer questions about account services, updates, and available product or service information, helping customers move forward with clear and dependable support. Working under a customer service team lead, this role partners with customers, the support team, and internal service contacts to resolve routine requests and route more complex concerns. This fully remote position is based in Pennsylvania, United States, and employees work from home in a desk-based setting. The role requires a 40-hour weekly commitment. Working days and shift times may vary. By the end of each shift, the representative leaves accurate interaction notes and clear next steps so customers and teammates can continue service without confusion.

Job Responsibilities:

• Review incoming calls, emails, and service tickets in the assigned queue, identify the customer request, and provide accurate account services support.
• Confirm relevant account details using a CRM such as Pipedrive while protecting customer information during each interaction.
• Use a support platform such as Gorgias to open, update, categorize, and close service tickets with complete interaction notes.
• Explain available product or service information, routine account updates, and next steps in language that is clear and respectful.
• Ask focused questions to understand missing details, document the response, and follow up when additional information is needed.
• Coordinate with internal service contacts when a request requires action outside the representative's assigned scope.
• Escalate unresolved concerns, repeated issues, or sensitive customer situations to the customer service team lead with a concise summary.
• Manage inbound phone conversations through a contact-center phone system such as Talkdesk and record the outcome in the appropriate system.
• Review open tickets and promised follow-ups throughout the shift, ensuring customers receive updates when information becomes available.
• Meet quality expectations through accurate information, timely turnaround, complete notes, appropriate follow-up, and professional customer interactions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with account services, customer questions, and routine service request workflows preferred.
• Ability to learn a CRM such as Pipedrive and a support platform such as Gorgias for customer interaction tracking.
• Ability to learn a contact-center phone system such as Talkdesk for inbound call handling and interaction outcomes.
• Clear verbal and written communication when explaining product or service information and next steps.
• Sound judgment for identifying routine requests, asking relevant questions, and bringing complex concerns to a customer service team lead.
• Careful approach to reviewing account details, maintaining accurate interaction notes, and completing follow-up tasks.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a desk-based home workspace in Pennsylvania, United States.
• Structured onboarding and training on Pipedrive, Gorgias, Talkdesk, service workflows, and customer interaction standards.
• Regular check-ins with the customer service team lead for guidance, feedback, and workflow support.
• Opportunities to build account services knowledge, ticket review, customer communication, and service coordination skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.