Call Center Agent

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Job summary

Talentoma is seeking a Call Center Agent to handle inquiries via phone, email, and live chat, delivering clear product information and resolving routine service needs. This fully remote role is based in Virginia, USA, with a 40-hour workweek and variable shifts.

You will work on the customer service team under a team lead, using Aircall, Microsoft Dynamics 365, and Salesforce Service Cloud to manage interactions, notes, and tickets, and to follow up for timely updates.

Qualifications

• High school diploma or equivalent; entry-level welcome.
• Ability to navigate Aircall and maintain organized conversations.
• Comfortable entering accurate notes in Dynamics 365 and Salesforce.

Responsibilities

• Receive customer questions through assigned phone, email, and live chat queues, opening each interaction with a professional and helpful approach.
• Use a contact-center phone system such as Aircall to answer calls, review call details, and direct conversations toward clear next steps.
• Confirm customer contact details, understand the reason for the inquiry, and enter accurate interaction notes in a CRM such as Microsoft Dynamics 365.
• Explain available product or service information using approved resources, clear language, and information tailored to the customer question.
• Create and update service tickets in a support platform such as Salesforce Service Cloud, including the request summary, actions taken, and needed follow-up.
• Assist customers with routine appointment requests by confirming available options and communicating scheduling details through approved channels.
• Research unresolved questions using internal guidance, prior interaction notes, and available service information before providing an update.
• Follow up with customers when additional information, confirmation, or a status update is needed to complete a request.
• Escalate complex, urgent, or unresolved concerns to a customer service team lead with complete notes and a concise explanation of the issue.
• Meet quality expectations measured by accuracy, turnaround, complete notes, professional communication, and timely follow-up.

Skills

Phone system navigation

CRM Dynamics 365

Salesforce Service Cloud

Clear communication

Remote work setup

Attention to detail

Education

High school diploma or equivalent

Tools

Aircall

Microsoft Dynamics 365

Salesforce Service Cloud

Job description

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

Summary

Phone calls, emails, and live chat are the primary ways this Call Center Agent connects with customers seeking clear product or service information. This role handles incoming questions, resolves routine service needs, and creates a dependable experience that helps customers move forward. The agent works on the customer service team under a customer service team lead. The role partners with customers, support teammates, and internal service contacts to clarify requests and share accurate updates. This fully remote position is based in Virginia, 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.

Job Responsibilities

• Receive customer questions through assigned phone, email, and live chat queues, opening each interaction with a professional and helpful approach.
• Use a contact-center phone system such as Aircall to answer calls, review call details, and direct conversations toward clear next steps.
• Confirm customer contact details, understand the reason for the inquiry, and enter accurate interaction notes in a CRM such as Microsoft Dynamics 365.
• Explain available product or service information using approved resources, clear language, and information tailored to the customer question.
• Create and update service tickets in a support platform such as Salesforce Service Cloud, including the request summary, actions taken, and needed follow-up.
• Assist customers with routine appointment requests by confirming available options and communicating scheduling details through approved channels.
• Research unresolved questions using internal guidance, prior interaction notes, and available service information before providing an update.
• Follow up with customers when additional information, confirmation, or a status update is needed to complete a request.
• Escalate complex, urgent, or unresolved concerns to a customer service team lead with complete notes and a concise explanation of the issue.
• Meet quality expectations measured by accuracy, turnaround, complete notes, professional communication, and timely follow-up.

Qualifications

• High school diploma or equivalent.
• Entry-level applicants are welcome; no experience required, and related experience preferred.
• Familiarity with handling customer questions and explaining product or service information in a clear, respectful manner.
• Ability to navigate a contact-center phone system such as Aircall while maintaining an organized and focused conversation.
• Ability to enter accurate notes in a CRM such as Microsoft Dynamics 365 and maintain service tickets in a support platform such as Salesforce Service Cloud.
• Comfortable following step-by-step guidance, using internal resources, and identifying when an issue needs team lead review.
• Clear spoken and written communication skills for phone, email, and live chat interactions with customers and teammates.
• 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 Virginia, United States.
• Structured onboarding and training on Aircall, Microsoft Dynamics 365, and Salesforce Service Cloud.
• Regular check-ins with the customer service team lead for guidance, feedback, and support.
• Opportunities to build skills in quality auditing, business process analysis, customer interaction documentation, and service coordination.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.