Call Center Associate

Talentoma; Indiana; Remote; USD 39.000 - 55.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Zusammenfassung

Talentoma is hiring for a fully remote call center position based in Indiana, United States. You will handle phone calls and follow-up emails to deliver clear answers and guide customers through available services.

Work within a support team led by a customer service team lead, collaborating with associates and specialists to resolve inquiries. The role requires a 40-hour weekly commitment and remote work flexibility.

Qualifikationen

• High school diploma or equivalent.
• No prior experience required; related call center or customer-facing experience preferred.
• Ability to listen, ask useful questions, and explain information clearly.
• Willingness to learn CRM, knowledge base, and collaboration systems.
• Reliable computer, high-speed internet, and quiet workspace; 40-hour weekly commitment.
• Authorization to work in the United States.
• Fully remote work from Indiana.
• Structured onboarding and training on the named systems.
• Regular check-ins with the team lead to review questions and feedback.
• Opportunities to improve call control and first-call resolution.

Aufgaben

• Receive incoming calls through a contact-center system; identify the reason for contact and guide the conversation.
• Review customer information in a CRM; verify details and prior interactions before explaining next steps.
• Ask focused questions to understand service inquiries and distinguish routine questions from issues needing escalation.
• Consult knowledge base platforms to provide current product or service information.
• Create and update service tickets in a support platform; document questions, actions, and outcomes.
• Explain available service options clearly, confirm understanding, and summarize the next action.
• Send follow-up emails when additional review is needed and check open tickets before contacting customers again.
• Escalate unresolved questions or distressed callers to the customer service lead with clear notes.
• Coordinate handoffs via collaboration tools to ensure clear ownership and next steps.
• Maintain quality with accurate answers, timely turnaround, and thorough notes; review feedback for improvements.

Kenntnisse

Active listening

Clear communication

Questioning

Time management

Remote work

Ausbildung

High school diploma

Tools

Zoho CRM

Confluence

Zendesk

Microsoft Teams

Jobbeschreibung

Monthly Pay:

$3,533 - $4,962 USD per month

Summary:

Phone calls and follow-up emails are the main ways this call center role connects with customers seeking clear answers. This temporary position handles everyday service questions, helping customers understand available services and what happens next. The associate works within the support team under a customer service team lead, collaborating with other associates and service specialists to resolve inquiries. This is a fully remote, work from home position in Indiana, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive incoming calls through a Contact-center phone system such as Genesys, identify the reason for contact, and guide each conversation with a courteous introduction.
• Review existing customer information in a CRM such as Zoho CRM, checking contact details and previous interactions before explaining the next steps.
• Ask focused questions to understand service inquiries, confirm the customer's request, and distinguish routine questions from issues needing specialist assistance.
• Consult a knowledge base platform such as Confluence to provide current product or service information, avoiding assumptions when an answer needs confirmation.
• Create and update service tickets in a Support platform such as Zendesk, recording the question, information provided, actions taken, and outstanding needs.
• Explain available service options in straightforward language, check understanding, and summarize the agreed next action before ending the conversation.
• Send follow-up emails when an answer requires additional review, and check open tickets for updates before contacting customers again.
• Escalate unresolved questions, repeated service difficulties, or distressed callers to the customer service team lead with clear notes and relevant context.
• Coordinate handoffs through a collaboration platform such as Microsoft Teams, making ownership and the next follow-up action clear to the receiving colleague.
• Maintain quality through accurate answers, timely turnaround, complete notes, and reliable follow-up; review customer satisfaction feedback and suggest service improvements during coaching discussions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related call center, telephone service, or customer-facing experience preferred, with willingness to learn through guided practice.
• Ability to listen carefully, ask useful questions, and explain service information clearly during telephone conversations and written follow-up.
• Basic familiarity with customer service workflows, including inquiry review, ticket updates, call transfers, and confirming whether a question has been answered.
• Willingness to learn the named phone, CRM, support, knowledge base, and collaboration systems while following established guidance for customer interactions.
• Patience with frustrated customers, sound judgment about when to seek help, and readiness to contribute examples to customer service training and customer journey mapping discussions.
• A reliable computer, high-speed internet, and quiet private workspace suitable for handling customer conversations; 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 home in Indiana, with desk-based responsibilities centered on customer conversations and service follow-through.
• Structured onboarding and training on the named systems, including guided practice with call handling, ticket notes, and customer inquiry workflows.
• Regular check-ins with the customer service team lead to review questions, discuss call feedback, and identify practical process improvements.
• Opportunities to build call control, first call resolution, de-escalation, clear explanations, and organized follow-up skills through everyday service work.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.