Contact Center Representative

Talentoma; Virginia; 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 is seeking a Contact Center Representative to handle customer questions by phone and email from a fully remote home office in Virginia. The role involves using Genesys, Zendesk, and Salesforce within a structured support framework and requires a 40-hour weekly commitment.

You will greet customers, verify profiles, review tickets, and provide accurate information with clear handoffs. Strong written and spoken communication are essential, as are reliable equipment and a suitable

Qualifications

• High school diploma or equivalent.
• No experience required; related contact center, telephone service, or customer support experience is preferred.
• Ability to learn service information and follow approved procedures when explaining routine options, request status, and next steps.
• Familiarity with contact center technology is preferred, including phone queues, customer profiles, support tickets, and interaction histories.
• Ability to learn the named phone, CRM, and support systems, including switching between screens while keeping the conversation organized.
• Clear spoken and written communication, a professional telephone manner, and the ability to listen carefully without interrupting customers.
• Ability to manage customer interactions calmly, ask useful questions, and recognize when a request needs guidance from the team lead.
• 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 Virginia, with desk-based customer conversations and service coordination rather than travel or physical duties.
• Structured onboarding and training on the named phone, CRM, and support systems, plus guided practice with common customer questions.
• Regular check-ins with the team lead to review questions, discuss challenging interactions, and receive practical feedback on completed work.
• Build skills in customer interaction, telephone communication, service ticket handling, and clear written follow-up through everyday customer support work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.

Responsibilities

• Receive incoming calls through a contact-center phone system and greet each customer with a clear introduction.
• Read incoming customer emails in a support platform and identify the main question.
• Confirm the correct customer profile using approved verification steps and check existing interactions in CRM.
• Ask focused questions to understand the request and separate the immediate concern from related questions.
• Consult approved service information before answering and explain available options and next steps.
• Record reason for contact, information checked, answer provided, and next action; keep notes accurate.
• Send clear email responses when written explanation is needed and outline remaining actions.
• Follow up on open requests when updates are due and check with colleagues before giving progress updates.
• Escalate unresolved questions to the team lead with context and prior actions.
• Confirm understanding before closing a ticket and ensure quality through accuracy, turnaround, and notes.

Skills

Communication skills

Ability to learn procedures

Contact center technology

CRM systems knowledge

Phone system experience

Ticket handling

Written communication

Active listening

Remote work readiness

Education

High school diploma

Tools

Genesys

Zendesk

Salesforce

Job description

Job Title: Contact Center Representative

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

Summary:

This contract role answers customer questions by phone and email and explains service information clearly. It sits in the contact center support team and works under a customer service team lead. The representative works with customers and support colleagues to resolve routine questions and keep requests moving. Accurate answers and clear handoffs help customers avoid repeated calls. This fully remote, desk-based position lets you work from home in Virginia, United States. 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 Genesys. Review the queue and greet each customer with a clear introduction.
• Read incoming customer emails in a support platform such as Zendesk. Identify the main question and check whether an existing service ticket covers it.
• Confirm the correct customer profile using approved verification steps. Check existing interactions in a CRM such as Salesforce before discussing request details.
• Ask focused questions to understand the request. Separate the customer's immediate concern from related questions so each issue receives an appropriate response.
• Consult approved service information before answering. Explain available service options and routine next steps without guessing or making promises outside your authority.
• Record the reason for contact, information checked, answer provided, and next action. Keep customer details and ticket notes accurate and easy to understand.
• Send clear email responses when a written explanation is needed. Confirm what was addressed and identify any action still needed from the customer.
• Follow up on open requests when an update is due. Check with the assigned support colleague before giving the customer a progress update.
• Escalate unresolved questions, repeated service problems, or unclear instructions to the customer service team lead. Include relevant notes and actions already attempted.
• Confirm understanding before closing a ticket. Quality is judged through answer accuracy, turnaround, complete notes, appropriate handoffs, and timely follow-up on unresolved requests.

Qualifications

• High school diploma or equivalent.
• No experience required; related contact center, telephone service, or customer support experience is preferred.
• Ability to learn service information and follow approved procedures when explaining routine options, request status, and next steps.
• Familiarity with contact center technology is preferred, including phone queues, customer profiles, support tickets, and interaction histories.
• Ability to learn the named phone, CRM, and support systems, including switching between screens while keeping the conversation organized.
• Clear spoken and written communication, a professional telephone manner, and the ability to listen carefully without interrupting customers.
• Ability to manage customer interactions calmly, ask useful questions, and recognize when a request needs guidance from the team lead.
• 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 Virginia, with desk-based customer conversations and service coordination rather than travel or physical duties.
• Structured onboarding and training on the named phone, CRM, and support systems, plus guided practice with common customer questions.
• Regular check-ins with the team lead to review questions, discuss challenging interactions, and receive practical feedback on completed work.
• Build skills in customer interaction, telephone communication, service ticket handling, and clear written follow-up through everyday customer support work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.