Call Center Specialist

Talentoma; North Carolina; Teletrabalho; USD 39 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health coverage

Paid leave

401(k)

Bonus opportunities

Resumo da oferta

Talentoma is seeking a Call Center Specialist to support customers via phone and email. This fully remote, desk-based role is based in North Carolina, United States, requiring a 40-hour weekly commitment and the ability to work from home with a quiet workspace.

You will handle inquiries, verify account information, document interactions in Salesforce and Freshdesk, and escalate unresolved issues. Strong listening, clear explanations, and teamwork with the customer support group are essential,

Qualificações

• High school diploma or equivalent.
• About 1–2 years in call center or customer support.
• Familiar with call center operations, ACD, IVR, and call transfers.
• Ability to maintain accurate interaction notes across systems.
• Willing to work 40 hours weekly in a remote home-based setup.
• Authorized to work in the United States.
• Structured onboarding and training on supported systems.
• Health coverage, paid leave, 401(k) and bonus opportunities.

Responsabilidades

• Receive incoming calls via Five9 and identify caller's reason for contact.
• Verify customer account information before discussing service details.
• Review CRM data in Salesforce to understand prior guidance.
• Explain product/service information using approved materials.
• Create and update service tickets in Freshdesk with outcomes.
• Handle email replies, ensuring consistency with phone guidance.
• Navigate call routing and transfer to the appropriate team with context.
• Follow up on open questions and keep customers informed.
• Escalate unresolved issues to the team lead with notes.
• Review call monitoring feedback and ensure quality notes and handoffs.

Conhecimentos

Customer service

Active listening

Communication

Problem solving

Remote work

Time management

Formação académica

High school diploma or equivalent

Ferramentas

Salesforce

Freshdesk

Five9

Descrição da oferta de emprego

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

Summary:

Phone calls and emails are the main ways this call center role connects with customers seeking clear answers and dependable assistance. The Call Center Specialist handles service inquiries, clarifies available options, and keeps conversations moving toward an appropriate resolution. The position sits within the customer support team and works under a customer service team lead, collaborating with other specialists and service teams on unresolved questions. This is a fully remote, desk-based opportunity to work from home in North Carolina, United States. Careful listening and clear explanations help customers understand the next step without repeating their concerns. 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 Five9, review queue information, and identify each caller’s reason for contacting support.
• Confirm relevant customer account information using approved verification steps before discussing service details, keeping conversations focused on the request.
• Review previous interactions in a CRM such as Salesforce to understand earlier guidance, outstanding questions, and any promised follow-up.
• Explain product or service information using approved reference materials, checking understanding and avoiding commitments outside the specialist’s authority.
• Create and update service tickets in a Support platform such as Freshdesk, recording the issue, checks completed, guidance provided, and next steps.
• Handle email replies linked to customer inquiries, using clear language and checking that written guidance matches the information shared by phone.
• Navigate automatically distributed calls and voice menu transfers, directing misrouted inquiries to the appropriate support team with useful context.
• Follow up when an answer depends on another team, track open questions, and keep customers informed of confirmed progress.
• Escalate unresolved complaints, unusual requests, or service interruptions to the customer service team lead, including concise notes and relevant interaction history.
• Review call monitoring feedback and ticket outcomes; quality is judged through accuracy, turnaround, complete notes, appropriate handoffs, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of call center or customer support experience preferred, particularly handling telephone inquiries and related email correspondence.
• Familiarity with call center operations, automated call distribution, interactive voice response menus, and transferring callers without losing important context.
• Comfort navigating customer profiles, service tickets, and phone queues while maintaining accurate interaction notes across connected systems.
• Ability to listen carefully, ask focused questions, explain service information clearly, and maintain a calm, professional telephone manner.
• Ability to assess routine requests, recognize limits of authority, and seek guidance before giving uncertain or incomplete answers.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in scheduled coaching sessions.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based call center position.
• Structured onboarding and training on the named phone, CRM, and support systems, including guided practice with common customer inquiries.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Opportunities to build call handling, service ticket documentation, customer communication, and issue assessment skills through daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.