Contact Center Specialist

Talentoma; Arizona; Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Contact Center Specialist to answer customer questions by phone, email, and chat from a fully remote role based in Arizona. You will provide accurate product or service information, resolve routine concerns, and guide customers on next steps.

The position sits on the customer service team under a team lead and collaborates with other support members. The role requires a 40-hour weekly commitment with varying shifts.

Qualifications

• High school diploma or equivalent.
• 1–2 years in contact center, customer-facing, or phone-based support preferred.
• Experience supporting customers via phone, email, chat, and ticketing.
• Familiarity with product/service information, escalation paths, and next steps.
• Proficiency with Talkdesk, Kustomer, Pipedrive, and calendar tools.

Responsibilities

• Handle customer questions via phone, email, chat, and tickets.
• Verify requests and review product/service information to decide next steps.
• Provide direct, courteous answers for routine questions.
• Create and update service tickets with actions and next steps.
• Review past interactions in CRM to inform responses and maintain history.
• Schedule and coordinate follow-up calls using calendar tools.
• Follow up when additional info or updates are needed.
• Route complex issues to the team lead with complete notes.
• Share recurring questions to improve resources.
• Meet quality expectations with accurate responses and timely follow-up.

Skills

Active listening

Written communication

Verbal communication

Organization

Multi-channel support

Education

High school diploma or equivalent

Tools

Talkdesk

Kustomer

Pipedrive

Google Calendar

Job description

Monthly Pay: $3,630 - $4,962 USD per month

Summary:

This role answers customer questions by phone, email, and chat. The Contact Center Specialist provides accurate product or service information, resolves routine concerns, and makes sure customers understand next steps. This work matters because clear, timely responses help customers use services with confidence and help the support team identify recurring questions. The specialist sits on the customer service team and works under a customer service team lead while partnering with customers and other support team members. This is a fully remote, work from home position based in Arizona, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through assigned phone, email, chat, and service ticket queues, using a contact-center phone system such as Talkdesk.
• Verify the customer’s request, review available product or service information, and identify the appropriate response or next action.
• Provide direct, clear answers for routine questions while maintaining a courteous and professional approach in every interaction.
• Create and update service tickets in a support platform such as Kustomer, capturing the question, actions taken, and agreed next steps.
• Use a CRM such as Pipedrive to review prior interactions and maintain accurate customer contact details and interaction history.
• Coordinate requested call times or follow-up conversations through a scheduling and calendar tool such as Google Calendar.
• Follow up with customers when additional information, clarification, or a promised update is needed to move a request forward.
• Route complex, unresolved, or sensitive customer concerns to the customer service team lead with complete notes and relevant interaction details.
• Share recurring question themes and unclear service information with the support team so resources and responses can be improved.
• Meet quality expectations through accurate responses, timely turnaround, complete notes, and dependable follow-up on assigned tickets.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of related contact center, customer-facing, or phone-based support experience preferred.
• Familiarity with handling customer questions across phone, email, chat, and ticket-based channels.
• Working knowledge of service information, escalation paths, and clear explanation of next steps to customers.
• Ability to use a contact-center phone system such as Talkdesk, a support platform such as Kustomer, and a CRM such as Pipedrive.
• Ability to navigate a scheduling and calendar tool such as Google Calendar while maintaining organized follow-up activity.
• Strong listening, written response, and verbal response abilities for clear, respectful customer interactions.
• Ability to review details carefully, write complete interaction notes, and manage several assigned requests in a queue.
• Reliable computer, high-speed internet, and a quiet private workspace, with 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 Arizona, United States.
• Structured onboarding and training on Talkdesk, Kustomer, Pipedrive, and Google Calendar.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and support needs.
• Skill building in customer interaction, service ticket handling, queue navigation, follow-up practices, and phone-based support.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.