Customer Assistance Representative

Talentoma; Michigan; 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 Customer Assistance Representative for a fully remote role based in Michigan, USA. You will assist customers via phone, email, and tickets, delivering clear, actionable guidance and maintaining thorough case notes.

You'll work under a customer service team lead, handle inquiries using Zoho CRM, Kustomer, and Genesys, and participate in onboarding to ensure consistent, high-quality service. Strong communication and organizational skills are essential.

Qualifications

• High school diploma or equivalent required.
• No experience required, related experience preferred.
• Interest in helping customers understand product or service information via phone, email, and tickets.
• Familiarity with CRM navigation, support platforms, contact-center phone systems, and internal resources preferred.
• Ability to read customer questions carefully and provide concise, respectful responses.
• Ability to follow guidance, identify unanswered questions, and seek help when needed.
• Able to enter accurate case details and maintain complete notes.
• Must have reliable computer, high-speed internet, quiet workspace, and 40-hour weekly availability.
• Authorization to work in the United States; fully remote in Michigan, USA.
• Structured onboarding on Zoho CRM, Kustomer, Genesys, and internal resources.
• Regular check-ins with the team lead.
• Develop skills in customer journey awareness and escalation judgment.

Responsibilities

• Receive customer questions and identify the reason for each contact.
• Listen, ask follow-up questions, and provide clear information about products, services, and next steps.
• Review customer details in a CRM such as Zoho CRM before responding.
• Create and update service tickets in a platform such as Kustomer with complete notes.
• Manage conversations using a contact-center system like Genesys following guidance.
• Research information using approved internal resources.
• Follow up within the expected turnaround period.
• Escalate questions requiring deeper review to the appropriate teammate or lead.
• Share recurring themes with the team to improve resources.
• Meet quality expectations with accurate answers, timely turnaround, and reliable follow-up.

Skills

CRM navigation

Customer service

Communication

Problem solving

Education

High school diploma or equivalent

Tools

Zoho CRM

Kustomer

Genesys

Job description

Job Title: Customer Assistance Representative

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

Summary:

When customers reach out, this role makes sure they leave with an answer they understand. Customer Assistance Representatives respond directly to questions about products and services, clarify available information, and guide each person toward a practical next step. The role matters because clear, respectful, and well-organized assistance helps customers use services confidently, resolve uncertainty quickly, and helps the support team recognize recurring needs. It sits within the customer service team and works under a customer service team lead, partnering with customers, support teammates, and internal contacts when questions need additional review. This fully remote work from home position is based in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through assigned queues, phone calls, emails, and service tickets, then identify the reason for each contact.
• Listen carefully, ask focused follow-up questions, and provide clear information about products, services, processes, and available next steps.
• Review customer details and recent interactions in a CRM such as Zoho CRM before responding, updating relevant case information as needed.
• Create and update service tickets in a support platform such as Kustomer, capturing the question, actions taken, and outcome in complete notes.
• Manage inbound and outbound customer conversations using a contact-center phone system such as Genesys while following approved conversation guidance.
• Research product and service information using approved internal resources when an answer is not immediately available.
• Follow up with customers on open questions, promised updates, or next steps within the expected turnaround period.
• Route questions requiring deeper review to the appropriate support teammate or customer service team lead, including a concise summary of prior actions.
• Share recurring customer themes and unclear information with the support team so resources and responses can be improved.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and reliable follow-up on assigned customer contacts.

Qualifications:

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Interest in helping customers understand product or service information through phone, email, and ticket-based conversations.
• Familiarity with CRM navigation, support platforms, contact-center phone systems, and internal knowledge resources preferred.
• Ability to read customer questions carefully and provide concise, respectful, and understandable responses.
• Ability to follow established response guidance, identify unanswered questions, and seek help at the appropriate time.
• Comfortable entering accurate case details and maintaining complete notes for customer interactions.
• Reliable computer, high-speed internet, quiet private workspace, and 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 Michigan, United States.
• Structured onboarding and training on Zoho CRM, Kustomer, Genesys, customer conversation guidance, and internal resources.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Build skills in customer journey awareness, customer conversation management, system navigation, escalation judgment, and service quality.

• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.