Contact Center Assistant

Talentoma; Pennsylvania; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma in the United States is seeking an administrative support specialist to handle customer questions by phone and email. This fully remote role supports the contact center, keeps messages and tickets accurate, and coordinates with scheduling staff.

It requires a 40-hour weekly commitment and can be done from Pennsylvania. The role uses standard CRM and support platforms to manage tickets, transfers, and follow-ups, with training provided and opportunities for growth in a fully remote

Qualifications

• High school diploma or equivalent.
• No experience required; related contact center or customer-facing administrative experience preferred.
• Basic understanding of how inquiries move from initial contact through routing, follow-up, and closure.
• Familiarity with customer service systems, phone queues, customer profiles, and tickets; training provided.
• Clear spoken and written communication for messages and handoffs.
• Ability to follow written instructions and avoid unsupported commitments.
• Reliable computer, high-speed internet, and quiet workspace.
• Availability for 40-hour weekly commitment and fixed shift times.
• Authorization to work in the United States.
• Fully remote work from home in Pennsylvania, with duties via phone and online systems.
• Structured onboarding and training on the systems named above.
• Regular check-ins with the team lead to review questions and feedback.
• Build practical skills in telephone support, call transfers, email handling, and notes.
• Health coverage, paid leave, a 401(k), bonus opportunities, stipends.

Responsibilities

• Review incoming calls, emails, and tickets to identify customer questions and prior contact.
• Use Genesys to answer routine inquiries, take messages, and transfer calls to the right agent.
• Check CRM (Dynamics 365) before updating records or arranging follow-ups.
• Create and update service tickets in Salesforce Service Cloud with actions taken.
• Answer questions using approved information; refer outside questions to a service rep.
• Organize callbacks and appointments, confirm availability, and pass details to scheduling staff.
• Send approved email responses and reminders after verifying contact details.
• Monitor open requests and follow up when updates are due; log interactions.
• Escalate unresolved questions with a concise summary to the team lead.
• Check completed work for accuracy and close or hand off appropriately.

Skills

Clear communication

Customer service mindset

Ability to follow process

Education

High school diploma or equivalent

Tools

Microsoft Dynamics 365

Genesys

Salesforce Service Cloud

Job description

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

Summary:

This role provides administrative support for customer questions received by phone and email. It helps the contact center keep messages, service tickets, and follow-up requests accurate so customers reach the right support. This fully remote position allows you to work from home in Pennsylvania, United States. It sits within the customer support team, works under a customer service team lead, and coordinates with customers, service representatives, and scheduling staff. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming calls, emails, and assigned service tickets to identify the customer's question, requested assistance, and any earlier contact about the same issue.
• Use a Contact-center phone system such as Genesys to answer routine inquiries, take clear messages, and transfer calls to the appropriate support representative.
• Check customer contact information and existing interaction notes in a CRM such as Microsoft Dynamics 365 before adding updates or arranging follow-up.
• Create and update service tickets using a Support platform such as Salesforce Service Cloud, recording the request, actions taken, and responsible team.
• Answer straightforward questions using approved product or service information. Refer questions outside established guidance to a service representative rather than guessing an answer.
• Organize callback requests and appointment inquiries, confirm the customer's stated availability, and pass complete details to scheduling staff for confirmation of the next steps.
• Send approved email responses and appointment reminders, checking names, contact details, and the requested action before sending each message to the customer.
• Monitor assigned open requests and follow up when a promised update is due, recording each contact attempt and any response received from the customer.
• Escalate unresolved questions, repeated contact attempts, or unclear instructions to the customer service team lead with a concise summary of the issue and previous actions.
• Check completed work for accuracy, timely turnaround, complete notes, correct transfers, and finished follow-up before closing assigned requests or handing them to another representative.

Qualifications:

• High school diploma or equivalent.
• No experience required; related contact center, telephone support, or customer-facing administrative experience preferred.
• Basic understanding of how customer inquiries move from initial contact through routing, follow-up, and closure.
• Familiarity with customer service systems, phone queues, customer profiles, and service tickets preferred; training supports learning the example systems described above.
• Clear spoken and written communication for taking messages, explaining routine information, and preparing brief handoff notes.
• Ability to check details, distinguish completed actions from pending requests, and follow written instructions without making unsupported commitments.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and desk-based work.
• 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 Pennsylvania, with daily duties completed through phone and online systems.
• Structured onboarding and training on the example phone, CRM, and support systems named above, including practice with routine customer requests.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce clear working procedures.
• Build practical skills in telephone support, call transfers, email handling, customer service systems, and accurate interaction notes.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.