Call Center Representative

Sales Match; City of Rochester (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Fully remote

Structured onboarding

Regular check-ins

Skill development

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Sales Match is seeking a Call Center Representative. This fully remote, desk-based role is based in New York and requires a 40-hour weekly commitment, with shift times that may vary.

You will handle phone calls and emails, explain service information, verify account details, and route complex questions to specialists, while logging notes in Salesforce.

Training on Talkdesk and Freshdesk is provided, and you will work with a supportive team to ensure timely responses and consistent follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Able to learn service information and written procedures.
• Clear spoken communication and professional writing.
• Comfortable handling calls, emails, and notes.
• Authorized to work in the United States.

Responsibilities

• Answer incoming calls using Talkdesk and state purpose of contact.
• Review emails and tickets in Freshdesk to determine required responses.
• Verify customer information before discussing account details.
• Ask focused questions and confirm understanding.
• Explain product information using approved materials.
• Log interactions in Salesforce for continuity.
• Follow up with customers and close tickets when resolved.
• Route unresolved questions to specialists or escalate to team lead.
• Keep customers informed on pending requests.
• Maintain quality with accurate answers and timely follow-up.

Skills

Clear communication

Professional writing

Active listening

Problem solving

Privacy awareness

Team collaboration

Education

High school diploma or equivalent

Tools

Talkdesk

Freshdesk

Salesforce

Job description

Job Title: Call Center Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Phone calls and emails are the main ways this call center role connects with customers who need clear answers and dependable follow-through. The representative explains service information, clarifies customer questions, and helps requests reach the right support contact without unnecessary repetition. The role sits within the customer support team, works under a customer service team lead, and collaborates with other representatives and service specialists. This is a fully remote, desk-based opportunity to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Answer incoming calls through a Contact-center phone system such as Talkdesk, introduce the service clearly, and establish the reason for each contact.
• Review customer emails and assigned service tickets in a Support platform such as Freshdesk, identifying questions that need a response or further investigation.
• Confirm relevant customer account information using approved verification steps before discussing account-specific service details or making permitted updates.
• Ask focused questions, listen without interrupting, and restate the request so customers can confirm that their concern has been understood.
• Explain product or service information using approved reference materials, keeping answers clear and avoiding promises beyond the available guidance.
• Record contact reasons, information provided, and next steps in a CRM such as Salesforce so other representatives can continue the conversation accurately.
• Make requested return calls and send follow-up emails when an answer becomes available, recording completed contact attempts and any remaining questions.
• Route unresolved service questions to the appropriate service specialist and escalates difficult interactions or unclear instructions to the customer service team lead.
• Keep customers informed about pending requests, confirm whether their original question has been answered, and close tickets when the required steps are complete.
• Maintain quality through accurate answers, timely responses, complete notes, and consistent follow-up; review feedback with the team lead and apply corrections.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience answering customer questions by phone or email is preferred, including experience gained through volunteer or school activities.
• Ability to learn service information, follow written procedures, and recognize when a customer question needs help from a more experienced colleague.
• Clear spoken communication and professional writing skills, with the ability to explain next steps in straightforward language and check understanding.
• Comfortable navigating customer account screens, phone queues, and service tickets while entering concise notes during or immediately after a conversation.
• Basic understanding of respectful call handling, customer privacy practices, and careful verification of information before updating an account.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer calls and concentrating on screen-based tasks.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named example systems, Talkdesk, Freshdesk, and Salesforce, alongside service procedures and guided call practice.
• Regular check-ins with the customer service team lead to discuss questions, review feedback, and reinforce effective call handling.
• Opportunities to build call control, service knowledge, customer communication, and accurate ticket follow-up skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.