Call Center Representative

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a remote Call Center Representative based in the United States. The role handles phone calls, emails, and live chat to provide clear information, logs interactions in the CRM, and routes complex questions to team leads. A 40-hour week is required with work-from-home in New York and flexible shifts.

High school diploma required; related experience preferred in customer-facing roles. Familiarity with Pipedrive, Freshdesk, Genesys, and LiveChat is a plus.

Qualifications

• Clear communication with customers across channels.
• Ability to follow call flows and escalate when needed.
• Experience with multi-channel support tools is preferred.

Responsibilities

• Receive questions via calls, emails, service tickets, and live chat and identify purpose of contact.
• Verify details, review information, and provide clear next steps to customers.
• Log interactions in CRM and create/update tickets with accurate notes.
• Route complex issues to the team lead and coordinate with colleagues for consistent service.

Skills

Clear communication

Multichannel support

Remote/work-from-home

Time management

Education

High school diploma or equivalent

Tools

Pipedrive

Freshdesk

Genesys

LiveChat

Job description

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

Summary:

Phone calls, emails, and live chat are the primary ways this role connects with customers seeking clear product or service information. This Call Center Representative responds directly to questions and service requests, helping customers understand available options and next steps. The role sits within the customer support team, works under a customer service team lead, and supports consistent interactions. It works with customers, support team colleagues, and escalation contacts to keep questions moving toward resolution. This is a fully remote desk-based role for 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:

• Receive customer questions through incoming call queues, emails, service tickets, and a live chat such as LiveChat, then identify the purpose of each contact.
• Confirm relevant customer details, listen carefully to the request, and review available product or service information before providing an accurate response.
• Use a CRM such as Pipedrive to locate prior interactions, record contact details, and add clear notes describing actions taken.
• Create and update service tickets in a support platform such as Freshdesk, ensuring each request has an accurate category, status, and summary.
• Answer routine questions using approved resources, explain next steps in plain language, and confirm that the customer understands the information shared.
• Manage incoming and outgoing calls through a contact-center phone system such as Genesys, including callbacks when additional information is needed.
• Follow up with customers on open requests, share available updates, and document each attempted or completed contact in the appropriate system.
• Route specialized questions or unresolved concerns to the customer service team lead or designated support team contact with complete interaction notes.
• Coordinate with support team colleagues to clarify service information, avoid duplicate outreach, and maintain a consistent customer experience across communication channels.
• Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and professional handling of every customer interaction.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred in customer-facing phone, email, chat, or service ticket work.
• Ability to communicate clearly and respectfully with customers while asking focused questions and explaining product or service information.
• Familiarity with a CRM such as Pipedrive, a support platform such as Freshdesk, and a contact-center phone system such as Genesys is preferred.
• Comfort using a live chat such as LiveChat and moving between communication channels while maintaining accurate interaction notes.
• Ability to follow established call flows, use approved resources, and recognize when a question requires escalation to the customer service team lead.
• Sound judgment when prioritizing incoming contacts, open requests, callbacks, and updates that require timely customer communication.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for professional work from home 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 supporting customers from a home-based desk environment.
• Structured onboarding and training on Pipedrive, Freshdesk, Genesys, and LiveChat systems.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in inbound calls, call routing, service ticket updates, customer communication, and escalation awareness.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.