Answering Service Agent

Talentoma; Michigan; Remote; USD 37,000 - 48,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma seeks an Answering Service Agent to support callers, emails and chats from a home office in Michigan. This fully remote role requires a 40-hour week, handling messages, routing requests, and updating tickets for internal teams.

You will use Nimble, Front, Aircall, Crisp and Calendly to review history, capture details, schedule appointments, and provide accurate information to callers and teammates.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred in answering service, reception, contact support, or administrative assistance.
• Familiarity with professional phone greetings, message taking, caller routing, and routine appointment request coordination.
• Ability to use a CRM such as Nimble and a support platform such as Front to review contact details and record interaction notes.
• Comfort learning a contact-center phone system such as Aircall, a live chat such as Crisp, and a scheduling and calendar such as Calendly.
• Clear verbal and written communication skills for sharing accurate information with callers and internal contacts.
• Sound judgment when identifying urgent requests, following routing procedures, and seeking guidance from the customer service team lead.
• 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 supporting callers and internal teams from a dedicated home workspace.
• Structured onboarding and training on Aircall, Nimble, Front, Crisp, Calendly, and answering service procedures.
• Regular check‑ins with the customer service team lead for guidance, coaching, and workflow support.
• Opportunities to build virtual reception, caller routing, message‑taking, scheduling, and service coordination skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.

Responsibilities

• Monitor incoming calls, emails, chats, and service tickets in the open queue and prioritize requests by urgency and established procedures.
• Answer calls through a contact-center phone system such as Aircall using approved greetings, a calm tone, and accurate service information.
• Listen to each caller's purpose, confirm contact details, capture complete messages, and identify the correct person or team for follow‑up.
• Review available contact history in a CRM such as Nimble before responding, then enter clear notes about the interaction and requested next step.
• Create and update service tickets in a support platform such as Front so internal teams can see the caller's question, message, and routing details.
• Coordinate routine appointment requests using a scheduling and calendar such as Calendly, confirming requested details before sharing the booking information.
• Respond to written inquiries and live conversations through a live chat such as Crisp, following approved response guidance and routing instructions.
• Send follow‑up messages when information is missing, a caller requests an update, or an appointment request needs confirmation.
• Escalate urgent, sensitive, or unresolved caller concerns to the customer service team lead or designated internal contact with complete interaction notes.
• Meet quality expectations measured by accuracy, turnaround, complete notes, appropriate routing, and timely follow‑up on assigned requests.

Skills

Verbal communication

Written communication

Customer service mindset

Attention to detail

Time management

Education

High school diploma

Tools

Nimble

Front

Aircall

Crisp

Calendly

Job description

Monthly Pay: $3,272 - $4,325 USD per month

Summary:

Each shift begins with the open queue of calls, emails, and chats waiting for an answer. The Answering Service Agent responds directly to callers, captures clear messages, and helps route routine appointment requests so contacts receive timely attention. The role sits within the customer service team and works under a customer service team lead. It partners with customers, service contacts, and internal teams to share accurate service information and route requests appropriately. This position is fully remote and performed work from home in Michigan, United States. The role requires a 40‑hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming calls, emails, chats, and service tickets in the open queue and prioritize requests by urgency and established procedures.
• Answer calls through a contact-center phone system such as Aircall using approved greetings, a calm tone, and accurate service information.
• Listen to each caller's purpose, confirm contact details, capture complete messages, and identify the correct person or team for follow‑up.
• Review available contact history in a CRM such as Nimble before responding, then enter clear notes about the interaction and requested next step.
• Create and update service tickets in a support platform such as Front so internal teams can see the caller's question, message, and routing details.
• Coordinate routine appointment requests using a scheduling and calendar such as Calendly, confirming requested details before sharing the booking information.
• Respond to written inquiries and live conversations through a live chat such as Crisp, following approved response guidance and routing instructions.
• Send follow‑up messages when information is missing, a caller requests an update, or an appointment request needs confirmation.
• Escalate urgent, sensitive, or unresolved caller concerns to the customer service team lead or designated internal contact with complete interaction notes.
• Meet quality expectations measured by accuracy, turnaround, complete notes, appropriate routing, and timely follow‑up on assigned requests.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred in answering service, reception, contact support, or administrative assistance.
• Familiarity with professional phone greetings, message taking, caller routing, and routine appointment request coordination.
• Ability to use a CRM such as Nimble and a support platform such as Front to review contact details and record interaction notes.
• Comfort learning a contact-center phone system such as Aircall, a live chat such as Crisp, and a scheduling and calendar such as Calendly.
• Clear verbal and written communication skills for sharing accurate information with callers and internal contacts.
• Sound judgment when identifying urgent requests, following routing procedures, and seeking guidance from the customer service team lead.
• 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 supporting callers and internal teams from a dedicated home workspace.
• Structured onboarding and training on Aircall, Nimble, Front, Crisp, Calendly, and answering service procedures.
• Regular check‑ins with the customer service team lead for guidance, coaching, and workflow support.
• Opportunities to build virtual reception, caller routing, message‑taking, scheduling, and service coordination skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.