Client Services Specialist

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

Benefits offered by this job

Fully remote

Onboarding training

Regular feedback

Health coverage

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma seeks a Client Services Specialist to connect with clients via phone, email, and live chat, ensuring clear answers and dependable follow-through. This remote role sits within the customer service team and requires a 40-hour weekly commitment.

You'll work from home in New York, interact with the support and service teams, escalate when needed, and focus on accurate notes, prompt responses, and customer satisfaction in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• 1–2 years in client services or customer support.
• Experience with CRM and support platforms.
• Ability to interpret product and service information and distinguish routine questions from exceptions.
• Authorized to work in the United States.

Responsibilities

• Review incoming service tickets, emails, and chat requests, identifying the client's question and urgency.
• Answer client calls through a contact-centre system and clarify service needs.
• Check client contact information and service history in a CRM before discussing request details.
• Manage assigned requests through a support platform and document actions taken.
• Respond through live chat, ensuring client understanding of next steps.
• Explain service features using approved information across channels.
• Handle complaints calmly and apply approved solutions.
• Escalate unresolved questions to the team lead or specialist.
• Follow up on open requests and confirm resolution before closing tickets.
• Review service metrics and use feedback to improve processes.

Skills

Customer service

Phone support

Written communication

Problem solving

Education

High school diploma

Tools

Talkdesk

Zoho CRM

Zendesk

Intercom

Job description

Job Title: Client Services Specialist

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

Summary:

Phone calls, emails, and live chat connect this Client Services Specialist with clients who need clear answers and dependable follow-through. The role focuses on customer care, resolving service questions and keeping clients informed so requests do not stall between contacts. It sits within the customer service team, works under a customer service team lead, and collaborates with the support team and service specialists. This is a fully remote, desk-based position offering 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:

• Review incoming service tickets, emails, and chat requests, identifying the client's question, previous contacts, urgency, and appropriate next step before responding.
• Answer client calls through a contact-center phone system such as Talkdesk, clarify service needs, and explain available assistance without making unsupported commitments.
• Check client contact information and relevant service history in a CRM such as Zoho CRM before discussing request details or updating an existing interaction.
• Manage assigned requests through a support platform such as Zendesk, recording the question, checks completed, guidance provided, ownership, and next action.
• Respond through a live chat such as Intercom, using clear explanations and confirming that the client understands the information and any next steps.
• Consult approved product and service information to explain service features, routine procedures, and available support options consistently across communication channels.
• Handle complaints calmly, acknowledge the client's concern, and apply approved solutions within the role's authority while maintaining respectful, professional communication.
• Escalate unresolved questions, repeated service difficulties, or requests outside assigned authority to the customer service team lead or appropriate service specialist with complete context.
• Follow up on open requests at agreed intervals, obtain updates from the support team, communicate progress, and confirm resolution before closing tickets.
• Review work against customer service metrics covering accuracy, turnaround, complete notes, and follow-up; use feedback to improve complaint handling and service-level management.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of client services or customer support experience preferred, particularly handling questions and maintaining continuity across multiple contacts.
• Familiarity with customer service systems, including CRM tools, support platforms, phone queues, and chat channels; willingness to learn the example systems named above.
• Ability to interpret product and service information, distinguish routine questions from exceptions, and recognize when a request needs specialist attention.
• Clear written communication and professional speaking skills, including explaining next steps, summarizing concerns, and adjusting explanations to the client's understanding.
• Customer relationship development skills, with patience, sound judgment, and a practical approach to restoring confidence after service difficulties.
• Ability to maintain accurate ticket notes, prioritize open requests, and use feedback to strengthen service consistency without sacrificing careful review.
• 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.

Perks & Benefits:

• Fully remote work from home in a desk-based client services role.
• Structured onboarding and training on the named systems, service information, and request-handling procedures.
• Regular check-ins with the customer service team lead for feedback and guidance.
• Opportunities to build customer care, complaint handling, and cross-channel communication skills through everyday service work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.