Contact Center Specialist

Sales Match; Spartanburg (SC); À distance; USD 39 000 - 55 000; Plein temps

Avantages offerts par ce poste

Fully remote work from home within SC

Health coverage

401(k)

Bonus opportunities

Stipends

Résumé du poste

Sales Match in South Carolina is seeking a Contact Center Specialist to answer customer questions by phone and email, coordinating appointments and keeping requests moving. This fully remote, desk-based role sits in the contact center team under a customer service team lead.

The position requires a 40-hour weekly commitment, with flexible shifts. You will use HubSpot, Zendesk, Guru, and Calendly to provide clear, accurate information and deliver strong service from home in the United States.

Qualifications

• 1-2 years in contact center or customer service.
• Experience documenting interactions and notes.
• Familiarity with CRM tools and knowledge resources.
• Ability to explain information clearly by phone and email.

Responsabilités

• Receive incoming calls through a contact-center phone system.
• Confirm the reason for contact and select the next steps.
• Review previous interactions in a CRM such as HubSpot.
• Find information in Guru and explain options clearly.
• Open and update service tickets in Zendesk.
• Coordinate appointments through Calendly.
• Resolve routine questions and escalate complex issues.
• Follow up on open requests and communicate progress.
• Ensure customer understands outcomes and leave notes for colleagues.
• Meet quality expectations and complete refreshers in TalentLMS.

Connaissances

Customer service

Communication

Problem solving

Formation

High School Diploma or equivalent

Outils

HubSpot

Zendesk

Calendly

Guru knowledge base

TalentLMS

Description du poste

Job Title: Contact Center Specialist

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

Summary:

This role answers customer questions by phone and email and coordinates requested appointments. It sits within the contact center team and works under a customer service team lead. The specialist works with customers, the support team, and scheduling contacts to provide clear answers and keep requests moving. This is a fully remote, desk-based position offering work from home in South Carolina, 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, and review customer emails and service tickets in the assigned queue.
• Confirm the reason for each contact, check relevant customer details, and ask focused questions before selecting the appropriate next step for the request.
• Review previous interactions in a CRM such as HubSpot so customers receive consistent answers without having to repeat information already provided to the team.
• Find current product and service information in a knowledge base such as Guru, and explain available options using clear language without unsupported promises.
• Open and update service tickets in a support platform such as Zendesk, recording the question, checks completed, action taken, and any outstanding steps.
• Coordinate requested appointments through a scheduling and calendar tool such as Calendly, checking available slots and confirming the purpose and arrangements with customers.
• Resolve routine service questions within assigned guidance, and send complex or unresolved concerns to the customer service team lead with relevant context.
• Follow up on open requests when updates are due, contact the responsible support team member, and explain progress or next steps to customers.
• Confirm that the customer understands the outcome before closing a request, and leave clear notes for any colleague who may handle a later contact.
• Meet quality expectations for answer accuracy, turnaround, complete notes, and timely follow-up; review feedback and complete assigned refreshers through a learning management system such as TalentLMS.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of contact center, customer service, or related phone support experience preferred, including handling questions and maintaining clear interaction notes.
• Understanding of customer-focused service, customer relationship building, and routine service request steps, from the initial question through follow-up and closure.
• Familiarity with customer service management practices and the use of phone queues, CRM tools, support platforms, and searchable knowledge resources.
• Ability to explain product or service information clearly by phone and email, listen carefully, and adapt explanations to the customer's question.
• Ability to verify details, distinguish routine requests from issues needing review, and keep appointment information and service notes accurate.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, with dependable attendance and clear handoffs.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home within South Carolina, with duties completed through phone and online systems.
• Structured onboarding and training on the named phone, CRM, support, scheduling, knowledge, and learning systems, with guided practice before independent work.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify priorities.
• Build practical skills in customer communication, service coordination, appointment accuracy, and handling requests through completion.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.