Answering Service Specialist

Talentoma; Minnesota; A distancia; USD 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Descripción de la vacante

Talentoma seeks an Answering Service Specialist to handle calls, emails, and chats, delivering accurate messages and routing contacts to the right business representative. This temporary role sits within the customer service team and works under a team lead while partnering with customers and the support group.

The position is fully remote, based in Minnesota, United States, requires a 40-hour weekly commitment, with varying shifts.

Formación

• High school diploma or equivalent.
• 1–2 years of answering service or customer contact experience preferred.
• Familiarity with Gorgias and Insightly preferred.
• Ability to use a contact-center phone system such as Dialpad.
• Strong listening and written/spoken communication.

Responsabilidades

• Monitor the incoming queue of calls, emails, chats, and tickets and identify priority.
• Answer inbound calls with a professional greeting and confirm caller details.
• Capture messages accurately when the requested representative is unavailable.
• Enter caller details and next steps in a support platform (e.g., Gorgias).
• Use a phone system (e.g., Dialpad) to manage calls and transfers.
• Review contact history in a CRM (e.g., Insightly) before responding.
• Coordinate meetings using Calendly and availability by contacts.
• Send message summaries through approved channels and follow up as needed.
• Escalate urgent or sensitive issues with complete notes.
• Maintain quality with accurate information, prompt turnaround, and thorough notes.

Conocimientos

Active listening

Clear spoken communication

Professional written messages

Ability to stay composed

Remote work readiness

Educación

High school diploma or equivalent

Herramientas

Gorgias

Insightly

Dialpad

Calendly

Descripción del empleo

Monthly Pay: $3,255 - $4,325 USD per month

Summary:

Each shift begins with the open queue: calls, emails, and chats waiting for an answer. The Answering Service Specialist responds directly to callers, captures accurate messages, and helps contacts reach the appropriate business representative, making dependable first responses possible. This temporary role sits within the customer service team and works under a customer service team lead while partnering with customers, business contacts, and the support team. The position is fully remote and work from home in Minnesota, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor the incoming queue of calls, emails, chats, and service tickets, identifying the contact reason and priority for each request.
• Answer inbound calls with a professional greeting, confirm the caller's name, callback information, and reason for contacting the business.
• Listen carefully to requests, provide approved service information, and take clear messages when the requested representative is unavailable.
• Enter caller details, message content, contact preferences, and required next steps in a support platform such as Gorgias.
• Use a contact-center phone system such as Dialpad to manage call status, transfer calls to the appropriate representative, and record disposition details.
• Review existing contact history in a CRM such as Insightly before responding, ensuring messages reflect prior interactions and current instructions.
• Coordinate requested meeting times using a scheduling and calendar tool such as Calendly, following the availability provided by business contacts.
• Send accurate message summaries through approved channels and follow up when a caller has not received an expected response.
• Escalate urgent, unclear, or sensitive service concerns to the customer service team lead or the designated business contact with complete notes.
• Maintain quality through accurate information, prompt turnaround, complete notes, appropriate follow-up, and consistent use of approved response guidance.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of answering service, telephone reception, customer contact, or related experience preferred.
• Knowledge of handling incoming inquiries, taking detailed messages, transferring calls, and identifying appropriate next steps.
• Familiarity with a support platform such as Gorgias and a CRM such as Insightly preferred.
• Ability to use a contact-center phone system such as Dialpad while managing caller details and message accuracy.
• Familiarity with a scheduling and calendar tool such as Calendly for arranging requested meetings preferred.
• Strong listening, clear spoken communication, professional written messages, and the ability to remain composed during changing call volume.
• 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 incoming customer and business contact communications.
• Structured onboarding and training on the named systems, response guidance, message standards, and escalation paths.
• Regular check-ins with the customer service team lead to review questions, priorities, and quality expectations.
• Opportunities to build skills in virtual reception, message coordination, contact tracking, and appointment support.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.