Customer Care Agent

Sales Match; Houston (TX); À distance; USD 39 000 - 55 000; Plein temps

Avantages offerts par ce poste

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Résumé du poste

Sales Match is seeking a Customer Care Agent to help customers with product, service, and account questions. This fully remote role is based in Texas with a 40-hour weekly commitment. You will use Zendesk, Salesforce, and Five9 to manage tickets, verify account details, and provide clear, helpful responses.

The team emphasizes respectful, practical support and consistent workflow. No prior experience required, but you must be willing to learn and communicate in strong English; onboarding

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care or support experience preferred.
• Clear spoken and written English for customer conversations.
• Willingness to learn Zendesk, Salesforce, and Five9 through guided practice.

Responsabilités

• Handle customer questions via calls, emails, and tickets.
• Organize requests using Zendesk and keep tickets updated during resolution.
• Verify account information and record relevant details.
• Explain product features and troubleshooting steps in plain language.

Connaissances

Active listening

Clear communication

Problem solving

Adaptability

Team collaboration

Formation

High school diploma or equivalent

Outils

Zendesk

Salesforce

Five9

Description du poste

Job Title: Customer Care Agent

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

Summary:

When customers reach out, this role helps them leave with an answer they understand and a clear next step. As a Customer Care Agent, you directly handle customer questions about products, services, and account access while keeping each interaction respectful and useful. You sit within the customer support team, work under a customer service team lead, and collaborate with other support agents and product support colleagues. This fully remote position lets you work from home in Texas, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through incoming calls, emails, and service tickets, reviewing the conversation history before responding to avoid asking customers to repeat information.
• Use a Support platform such as Zendesk to organize incoming requests, select the appropriate request category, and keep each ticket current throughout resolution.
• Check customer account information through approved verification steps, identify the specific question, and record relevant details without requesting unnecessary personal information.
• Explain product features, service information, account navigation, and standard troubleshooting steps in plain language suited to the customer's question and familiarity.
• Use a CRM such as Salesforce to review previous interactions and update contact notes so other support colleagues can understand the customer's situation.
• Handle incoming calls through a Contact-center phone system such as Five9, listening carefully, confirming understanding, and summarizing the answer before ending each conversation.
• Follow approved guidance to resolve routine questions directly, checking available reference materials rather than guessing when an answer is unclear.
• Escalate unresolved issues or requests outside your authority to the customer service team lead or product support colleagues, including the steps already attempted.
• Follow up on open requests when updates are available, explain next steps, and confirm the customer's question has been addressed before closing tickets.
• Maintain quality through accurate answers, timely turnaround, complete notes, and consistent follow-up, using feedback from reviewed interactions to improve future customer care.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer care, telephone support, or online customer support experience preferred.
• Basic understanding of customer support practices, including listening, clarifying questions, explaining options, and confirming that an answer is understood.
• Willingness to learn the named support platform, CRM, and contact-center phone system through guided practice and reference materials.
• Clear spoken and written English for customer conversations, concise email replies, and useful ticket notes that colleagues can follow.
• Comfortable navigating browser-based systems, entering accurate updates, and finding product or service information while handling a customer request.
• Ability to stay composed during difficult conversations, recognize when assistance is needed, and follow established escalation steps.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for confidential customer conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Texas, with daily responsibilities handled through digital customer support channels.
• Structured onboarding and training on the named systems, customer interaction practices, reference materials, and escalation procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and support steady development.
• Opportunities to build customer care, telephone etiquette, written response, ticket handling, and service recovery skills through practical experience.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.