Customer Care Consultant

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a Customer Care Consultant for a fully remote, desk-based role based in New York, United States. The position requires a 40-hour weekly commitment with flexible working days and shift times.

You will investigate customer concerns, explain solutions in plain language, and guide customers to the next steps while collaborating with the support team. No prior experience is required, but strong communication and ability to learn CRM tools like HubSpot, Freshdesk, and RingCentral

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care, contact center, or service support experience preferred.
• Ability to understand product or service information and use approved reference materials to explain available solutions accurately.
• Familiarity with customer interaction tracking and ticket queues preferred, with willingness to learn the named systems through guided practice.
• Clear written and verbal communication, including the ability to ask useful questions and summarize a concern without unnecessary detail.
• Patient listening and sound judgment when responding to frustrated customers, comparing options, and recognizing when additional guidance is needed.
• Ability to prioritize open requests, maintain useful interaction notes, and follow through on assigned actions while working independently.
• A reliable computer, high-speed internet, and quiet private workspace; 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, with responsibilities handled through digital systems and customer communication channels.
• Structured onboarding and training on a CRM such as HubSpot, a support platform such as Freshdesk, and a contact-center phone system such as RingCentral.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and support steady development.
• Opportunities to build customer investigation, solution explanation, ticket documentation, and service recovery skills through practical daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.

Responsibilities

• Receive customer questions through an assigned email, phone, and service ticket queue, identifying the main concern and the outcome the customer needs.
• Review relevant customer account details and previous interactions in a CRM such as HubSpot before recommending next steps or requesting clarification.
• Investigate service problems by asking focused questions, comparing customer descriptions with available product or service information, and identifying practical options.
• Explain solutions in plain language, including what the customer can do next and which steps require assistance from the support team.
• Create and update service tickets in a support platform such as Freshdesk, recording the concern, troubleshooting completed, guidance provided, and current status.
• Handle customer calls through a contact-center phone system such as RingCentral, listening carefully and confirming understanding before moving toward a resolution.
• Escalate unresolved or unusually complex concerns to the customer service team lead or appropriate service specialist, including a concise investigation summary.
• Follow up when an answer is pending, check progress with the responsible colleague, and keep customers informed without promising unconfirmed outcomes.
• Confirm that the proposed solution addresses the customer's original concern, summarize any remaining actions, and close tickets only when the outcome is clear.
• Maintain quality through accurate guidance, appropriate turnaround, complete notes, and consistent follow-up; share recurring customer concerns for review by the team lead.

Skills

Communication

Active listening

Independent work

Questioning

Customer service mindset

Education

High school diploma

Tools

HubSpot

Freshdesk

RingCentral

Job description

Monthly Pay:

$3,868 - $5,777 USD per month

Summary:

When customers reach out with a service problem, this role helps them leave with an answer they understand and a clear next step. The Customer Care Consultant investigates customer care concerns, explains available solutions, and helps resolve issues that interrupt a customer's experience. The role sits within the customer support team, works under a customer service team lead, and collaborates with service specialists to address questions needing additional review. This is a fully remote, desk-based opportunity to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through an assigned email, phone, and service ticket queue, identifying the main concern and the outcome the customer needs.
• Review relevant customer account details and previous interactions in a CRM such as HubSpot before recommending next steps or requesting clarification.
• Investigate service problems by asking focused questions, comparing customer descriptions with available product or service information, and identifying practical options.
• Explain solutions in plain language, including what the customer can do next and which steps require assistance from the support team.
• Create and update service tickets in a support platform such as Freshdesk, recording the concern, troubleshooting completed, guidance provided, and current status.
• Handle customer calls through a contact-center phone system such as RingCentral, listening carefully and confirming understanding before moving toward a resolution.
• Escalate unresolved or unusually complex concerns to the customer service team lead or appropriate service specialist, including a concise investigation summary.
• Follow up when an answer is pending, check progress with the responsible colleague, and keep customers informed without promising unconfirmed outcomes.
• Confirm that the proposed solution addresses the customer's original concern, summarize any remaining actions, and close tickets only when the outcome is clear.
• Maintain quality through accurate guidance, appropriate turnaround, complete notes, and consistent follow-up; share recurring customer concerns for review by the team lead.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer care, contact center, or service support experience preferred, including experience gained through volunteer activities.
• Ability to understand product or service information and use approved reference materials to explain available solutions accurately.
• Familiarity with customer interaction tracking and ticket queues preferred, with willingness to learn the named systems through guided practice.
• Clear written and verbal communication, including the ability to ask useful questions and summarize a concern without unnecessary detail.
• Patient listening and sound judgment when responding to frustrated customers, comparing options, and recognizing when additional guidance is needed.
• Ability to prioritize open requests, maintain useful interaction notes, and follow through on assigned actions while working independently.
• A reliable computer, high-speed internet, and quiet private workspace; 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, with responsibilities handled through digital systems and customer communication channels.
• Structured onboarding and training on a CRM such as HubSpot, a support platform such as Freshdesk, and a contact-center phone system such as RingCentral.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and support steady development.
• Opportunities to build customer investigation, solution explanation, ticket documentation, and service recovery skills through practical daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.