Call Handling Representative

Talentoma; Utah; Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma offers a fully remote customer-support role based in Utah, USA. The position involves answering questions via phone, email, and chat, with a focus on timely, accurate information and well-documented interactions in our CRM and support tools.

The successful candidate will join a customer service team, work 40 hours per week, and adapt to varying shifts while maintaining professional and helpful communication with customers.

Qualifications

• No experience required; related experience preferred.
• Familiarity with customer question handling, service ticket workflows, and providing clear product or service information.
• Ability to use a contact-center phone system such as Genesys, a CRM such as Salesforce, and a support platform such as Gorgias after training.
• Strong listening skills and the ability to ask focused questions before responding to customer needs.
• Ability to explain information clearly by phone, email, and chat while maintaining a calm and courteous approach.
• Ability to enter accurate notes, review details carefully, and follow established interaction steps.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for 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 Utah, United States.
• Structured onboarding and training on the named systems, customer interaction steps, and service ticket workflows.
• Regular check-ins with the customer service team lead for coaching, questions, and performance guidance.
• Opportunity to build customer communication, ticket coordination, system navigation, and interaction documentation skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.

Responsibilities

• Monitor assigned phone, email, chat, and service ticket queues, respond promptly, and identify the reason for each customer contact.
• Listen carefully to customer questions, confirm relevant service details, and provide accurate information using approved resources and current guidance.
• Create and update interaction notes in a CRM such as Salesforce, including the customer request, actions taken, and any promised next step.
• Use a contact-center phone system such as Genesys to manage incoming calls, place requested callbacks, and maintain a professional, helpful tone.
• Reply to email and chat contacts with clear, complete messages that address the question and explain available next steps.
• Open, update, and route service tickets through a support platform such as Gorgias when an issue requires additional review or action.
• Follow up with customers when information is pending, an update was promised, or a ticket needs confirmation that the question was addressed.
• Escalate complex, sensitive, or unresolved customer concerns to the customer service team lead or the appropriate internal contact with complete notes.
• Review service information and report recurring customer questions, unclear instructions, or workflow barriers to the team lead.
• Meet quality expectations through accurate answers, timely turnaround, complete interaction notes, appropriate follow-up, and respectful customer communication.

Skills

Active listening

Clear communication

Questioning technique

Customer service focus

Remote work readiness

Education

High school diploma

Tools

Genesys

Salesforce

Gorgias

Job description

Monthly Pay: $3,557 - $4,962 USD per month

Summary:

This role answers customer questions by phone, email, and chat and records clear next steps. It helps customers receive accurate service information and timely updates while keeping each interaction organized. The representative works within the customer service team under a customer service team lead and coordinates with customers, support teammates, and other internal contacts. Daily work includes using a contact-center phone system such as Genesys, a CRM such as Salesforce, and a support platform such as Gorgias. This is a fully remote, work from home position based in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor assigned phone, email, chat, and service ticket queues, respond promptly, and identify the reason for each customer contact.
• Listen carefully to customer questions, confirm relevant service details, and provide accurate information using approved resources and current guidance.
• Create and update interaction notes in a CRM such as Salesforce, including the customer request, actions taken, and any promised next step.
• Use a contact-center phone system such as Genesys to manage incoming calls, place requested callbacks, and maintain a professional, helpful tone.
• Reply to email and chat contacts with clear, complete messages that address the question and explain available next steps.
• Open, update, and route service tickets through a support platform such as Gorgias when an issue requires additional review or action.
• Follow up with customers when information is pending, an update was promised, or a ticket needs confirmation that the question was addressed.
• Escalate complex, sensitive, or unresolved customer concerns to the customer service team lead or the appropriate internal contact with complete notes.
• Review service information and report recurring customer questions, unclear instructions, or workflow barriers to the team lead.
• Meet quality expectations through accurate answers, timely turnaround, complete interaction notes, appropriate follow-up, and respectful customer communication.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer question handling, service ticket workflows, and providing clear product or service information.
• Ability to use a contact-center phone system such as Genesys, a CRM such as Salesforce, and a support platform such as Gorgias after training.
• Strong listening skills and the ability to ask focused questions before responding to customer needs.
• Ability to explain information clearly by phone, email, and chat while maintaining a calm and courteous approach.
• Ability to enter accurate notes, review details carefully, and follow established interaction steps.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for 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 Utah, United States.
• Structured onboarding and training on the named systems, customer interaction steps, and service ticket workflows.
• Regular check-ins with the customer service team lead for coaching, questions, and performance guidance.
• Opportunity to build customer communication, ticket coordination, system navigation, and interaction documentation skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.