Client Services Consultant

Talentoma; Ohio; Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma in Ohio offers a fully remote, desk-based customer support role. You will resolve customer questions about products and services, guided by experienced team leads, with work conducted entirely online from home in Ohio.

The position requires a 40-hour weekly commitment, with flexible shifts. Responsibilities include reviewing tickets, using Freshdesk and HubSpot for context, and guiding customers through troubleshooting while updating records and escalating when needed.

Qualifications

• High school diploma or equivalent required.
• No prior experience required; related customer assistance experience preferred.
• Ability to learn ticket handling and customer history review in Freshdesk and HubSpot.
• Clear written and spoken communication with active listening.

Responsibilities

• Review incoming emails and service tickets to identify the question, desired outcome, and urgency.
• Check customer details and past interactions in HubSpot to tailor guidance.
• Ask focused questions to understand issues and gather necessary information.
• Explain options and steps using approved product/service information.
• Guide customers through troubleshooting and confirm resolution.
• Document all actions and next steps in the ticket for continuity.
• Coordinate with internal specialists when needed and keep customers updated.
• Escalate complex issues to the team lead with a concise summary.
• Follow up on tickets and close only after confirming outcomes.
• Meet quality expectations with precise guidance and timely responses.

Skills

Active listening

Clear communication

Problem solving

Time management

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot CRM

Job description

Monthly Pay:

$3,588 - $5,032 USD per month

Summary:

This role resolves customer questions about products and services through practical guidance and clear explanations. It sits within the customer support team and works under a customer service team lead. The consultant works with customers, support colleagues, and internal service specialists to identify problems, explain options, and keep requests moving toward resolution. This is a fully remote, desk-based position offering work from home in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails and service tickets in a support platform such as Freshdesk, identifying the question, requested outcome, and urgency before responding.
• Check customer contact information and previous interactions in a CRM such as HubSpot so advice reflects the customer's situation and earlier support conversations.
• Ask focused questions to understand service difficulties, separate symptoms from causes, and identify missing information without requesting unnecessary personal details from customers.
• Consult approved product and service information to explain available options, account navigation, service features, and the next steps needed to address each issue.
• Guide customers through standard troubleshooting steps, confirm what they see, and adjust explanations when an initial approach does not resolve the reported problem.
• Record the issue, checks completed, guidance provided, and agreed next action in the service ticket so another colleague can continue the conversation accurately.
• Coordinate with internal service specialists when a request needs additional investigation, sharing relevant context and keeping the customer informed about progress and outstanding questions.
• Escalate unresolved issues, repeated service problems, or requests outside the role's authority to the customer service team lead with a concise summary.
• Follow up on open tickets when promised, check whether the proposed solution worked, and close requests only after confirming the outcome or required next step.
• Meet quality expectations through accurate guidance, appropriate turnaround, complete notes, and consistent follow-up; use feedback from ticket reviews to improve future responses.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience helping customers, answering service questions, or resolving routine issues is preferred.
• Basic understanding of client services, customer expectations, and the difference between explaining a solution and making an unsupported promise.
• Ability to learn ticket handling, customer history review, and clear case notes using the support platform and CRM described above.
• Comfortable reading product instructions, comparing customer descriptions with available guidance, and following a step-by-step troubleshooting process.
• Clear written and spoken communication, active listening, and the ability to explain unfamiliar information in short, useful terms.
• Sound judgment when prioritizing requests, protecting customer information, and asking the team lead for help with unfamiliar situations.
• A reliable computer, high-speed internet, and quiet private workspace; 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 a desk-based client services role, with customer support delivered through online systems.
• Structured onboarding and training on a CRM such as HubSpot and a support platform such as Freshdesk.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and strengthen service judgment.
• Build practical skills in troubleshooting, client relations, ticket prioritization, and explaining service options to customers with different needs.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.