Customer Assistance Coordinator

Talentoma; North Carolina; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a Customer Assistance Coordinator for a fully remote position based in North Carolina, USA. You will coordinate clear answers, practical next steps, and follow-ups to ensure customer questions are resolved, working with the customer support team from initial inquiry to final resolution.

The role requires a 40-hour weekly commitment and involves using CRM and ticketing tools to track progress, with emphasis on accurate, timely communication and thorough note-taking for each

Qualifications

• Experience coordinating customer questions across multiple channels.
• Familiarity with service ticket lifecycles and escalation paths.
• Ability to document interactions clearly and concisely.
• Comfort learning and using shared workflows in a CRM and ticketing environment.

Responsibilities

• Organize incoming questions from emails, calls, and tickets and assign next steps.
• Check customer info and history in CRM before responding.
• Categorize requests and track progress in a support platform (Zendesk/Talkdesk).
• Coordinate callbacks and ensure clear handoff to the right colleague.
• Provide product/service information and arrange clarification when needed.
• Explain status and next steps in plain language.
• Follow up on unanswered queries and keep notes updated.
• Escalate unresolved issues with relevant history to the team lead.
• Track open requests using spreadsheets and data entry tools.
• Close tickets after confirming outcomes and recording notes.

Skills

Customer service coordination

CRM navigation

Communication skills

Multichannel support

Education

High school diploma or equivalent

Tools

Microsoft Dynamics 365

Zendesk

Microsoft Excel

Talkdesk

Job description

Job Title: Customer Assistance Coordinator

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

Summary:

When customers reach out for help, this role coordinates clear answers, practical next steps, and follow-through so their questions do not get lost. The Customer Assistance Coordinator sits within the customer support team and works under a customer service team lead who guides priorities and escalations. The role connects customers, support colleagues, and internal service contacts to organize customer assistance from initial inquiry through resolution. This fully remote position offers work from home in North Carolina, United States, with all duties performed online or by phone. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Organize incoming customer questions from emails, calls, and service tickets, identifying the request topic, urgency, and appropriate next step before assigning follow-up responsibility.
• Check customer contact information, previous conversations, and relevant service details in a CRM such as Microsoft Dynamics 365 before coordinating a response.
• Categorize requests and maintain ownership, status, and next actions through a Support platform such as Zendesk so the support team can track progress.
• Coordinate callbacks through a Contact-center phone system such as Talkdesk, ensuring the assigned colleague understands the customer's question and any previously promised follow-up.
• Locate approved product or service information, confirm that it addresses the inquiry, and arrange clarification from the appropriate internal service contact when needed.
• Explain request status and next steps in plain language, helping customers understand who is assisting them and when another update can be expected.
• Follow up on unanswered internal questions and outstanding customer replies, keeping ticket notes current and preventing requests from becoming disconnected across handoffs.
• Escalate unresolved questions, conflicting information, or repeated service concerns to the customer service team lead, including relevant history and a concise issue summary.
• Track open requests using a Spreadsheets and data entry tool such as Microsoft Excel, highlighting recurring questions and coordination gaps for team review.
• Support closure after confirming the outcome and recording complete notes; quality is judged by accuracy, turnaround, complete notes, and consistent follow-up throughout each request.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of customer assistance, service coordination, or related customer-facing experience preferred, especially handling requests across multiple channels.
• Understanding of service ticket lifecycles, request prioritization, internal handoffs, and appropriate escalation paths for unresolved customer questions.
• Familiarity with the named systems and comfort learning shared workflows, updating customer profiles, and checking conversation histories.
• Ability to explain product or service information clearly by phone and in writing without promising unconfirmed outcomes.
• Careful verification habits when reviewing customer details, maintaining status updates, and preparing concise summaries for other support colleagues.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused remote coordination.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable participation in scheduled team check-ins.
• Authorization to work in the United States.
• Fully remote work with desk-based responsibilities performed from home in North Carolina.
• Structured onboarding and training on the named systems, customer assistance workflows, and escalation procedures.
• Regular check-ins with the customer service team lead to review questions, priorities, and progress.
• Opportunities to build customer coordination, request tracking, service communication, and quality review skills through daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.