Customer Care Representative

Talentoma; Texas; 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 Care Representative to join a fully remote team serving customers in Texas, United States. The role requires a 40-hour week, with varying shifts, and a focus on clear, helpful guidance and timely follow-up.

You will handle questions via Freshdesk, Zoho CRM, and Talkdesk, review requests, and guide customers through next steps while maintaining precise notes and escalation when needed. A strong emphasis on professional communication and resource usage will be key.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer question handling, service ticket workflows, and product or service information is preferred.
• Ability to use a support platform such as Freshdesk, a CRM such as Zoho CRM, and a contact-center phone system such as Talkdesk is preferred.
• Ability to communicate clearly by phone, chat, and written messages while adapting explanations to customer needs.

Responsibilities

• Receive customer questions through a support platform such as Freshdesk, a contact-center phone system such as Talkdesk, and a live chat tool such as Olark.
• Review each request, identify the customer’s question, and confirm relevant account or service details before providing guidance.
• Explain product or service information in clear, courteous language that matches approved resources and current team guidance.
• Use a CRM such as Zoho CRM to review prior interactions, update customer details, and enter complete notes about the conversation and next action.
• Search approved knowledge resources to find consistent answers for common questions, service steps, and available options.
• Create or update service tickets when a question needs research, additional action, or coordination beyond the initial contact.
• Follow up with customers through the appropriate channel when an update, clarification, or next step is available.
• Route complex, urgent, or unresolved service tickets to the customer service team lead or the appropriate internal support team with clear interaction notes.
• Monitor assigned queues and open tickets, prioritize pending customer needs, and keep ownership until the request is resolved or transferred.
• Meet quality expectations through accurate information, timely turnaround, complete notes, respectful communication, and dependable follow-up.

Skills

Communication skills

Customer focus

Time management

Education

High school diploma or equivalent

Tools

Freshdesk

Zoho CRM

Talkdesk

Job description

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. The Customer Care Representative responds directly to customer questions, explains product or service information, and helps move service requests toward clear next steps, making each interaction easier for the person seeking help. This position sits on the customer service team and works under a customer service team lead while partnering with support team members and internal product or service contacts. The role is fully remote and work from home in Texas, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Success comes from listening carefully, providing accurate guidance, and ensuring customers know what will happen next.

Job Responsibilities

• Receive customer questions through a support platform such as Freshdesk, a contact-center phone system such as Talkdesk, and a live chat tool such as Olark.
• Review each request, identify the customer’s question, and confirm relevant account or service details before providing guidance.
• Explain product or service information in clear, courteous language that matches approved resources and current team guidance.
• Use a CRM such as Zoho CRM to review prior interactions, update customer details, and enter complete notes about the conversation and next action.
• Search approved knowledge resources to find consistent answers for common questions, service steps, and available options.
• Create or update service tickets when a question needs research, additional action, or coordination beyond the initial contact.
• Follow up with customers through the appropriate channel when an update, clarification, or next step is available.
• Route complex, urgent, or unresolved service tickets to the customer service team lead or the appropriate internal support team with clear interaction notes.
• Monitor assigned queues and open tickets, prioritize pending customer needs, and keep ownership until the request is resolved or transferred.
• Meet quality expectations through accurate information, timely turnaround, complete notes, respectful communication, and dependable follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer question handling, service ticket workflows, and product or service information is preferred.
• Ability to use a support platform such as Freshdesk, a CRM such as Zoho CRM, and a contact-center phone system such as Talkdesk is preferred.
• Ability to communicate clearly by phone, chat, and written messages while adapting explanations to customer needs.
• Ability to navigate approved knowledge resources, follow established service steps, and identify when a request needs escalation.
• Ability to maintain professional discretion when working with customer information and conversation details.
• Reliable computer, high-speed internet, and a quiet private workspace are required, along with 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 a dedicated home workspace in Texas, United States.
• Structured onboarding and training on Freshdesk, Zoho CRM, Talkdesk, Olark, customer service resources, and service workflows.
• Regular check-ins with the customer service team lead for guidance, feedback, and support.
• Opportunity to build skills in customer guidance, ticket ownership, knowledge resource use, escalation awareness, and written response quality.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.