Customer Engagement Agent

Talentoma; New Jersey; Remote; USD 42.000 - 63.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Zusammenfassung

Talentoma is hiring a Customer Engagement Agent to handle product questions, account access steps, and order updates from a remote home office in New Jersey. The role supports the customer service team with clear guidance and timely follow-ups, reporting to a team lead for priorities and escalation if needed.

The position requires strong communication, reliable internet, and a 40-hour weekly commitment. Comprehensive onboarding covers Salesforce, Freshdesk, Talkdesk, and Olark, with ongoing

Qualifikationen

• High school diploma or equivalent is required.
• No prior experience required; relevant customer-facing or administrative exposure is a plus.
• Able to use a CRM to update interactions and review customer history.
• Able to learn Freshdesk and Talkdesk and operate Olark chat tools.

Aufgaben

• Receive customer questions via calls, emails, chat, or tickets and identify the reason for each contact.
• Review account details and past interactions before responding.
• Provide clear, accurate guidance addressing the customer’s needs and next steps.
• Use Salesforce to locate interactions, update details, and record notes after each exchange.
• Manage tickets in Freshdesk with status updates and follow-ups.
• Handle phone contacts through Talkdesk with a professional tone.
• Respond to real-time messages using Olark and route complex cases to the right channel.
• Follow up to obtain missing information or confirmation to move requests forward.
• Escalate unresolved issues to a team lead with clear notes and context.
• Maintain high-quality service with timely responses and complete documentation.

Kenntnisse

Customer service

Communication

Time management

Problem solving

Ausbildung

High school diploma or equivalent

Tools

Salesforce

Freshdesk

Talkdesk

Olark

Jobbeschreibung

Monthly Pay: $3,777 - $5,661 USD per month

Summary:

Product questions, account access steps, order updates, and service follow-ups make up the daily work for this customer engagement role. The Customer Engagement Agent responds directly to customers, clarifies product or service information, and helps move routine concerns toward a clear next step. This role sits within the customer service team and works under a customer service team lead who provides direction on priorities and escalation paths. The Agent works closely with customers, support team members, product information contacts, and supervisors to keep interactions consistent and helpful. This is a fully remote, work from home position based in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through calls, emails, chat conversations, and assigned service tickets, then identify the reason for each contact.
• Review available account details, prior interaction notes, and current product or service information before providing a response.
• Respond to routine questions with clear, accurate guidance that addresses the customer’s stated need and explains appropriate next steps.
• Use a CRM such as Salesforce to locate customer interactions, update contact details, and record complete notes after each exchange.
• Manage assigned tickets in a support platform such as Freshdesk, including status updates, response details, and follow-up reminders.
• Handle incoming and outgoing phone contacts through a contact-center phone system such as Talkdesk while maintaining a professional, helpful tone.
• Respond to real-time customer messages using a live chat tool such as Olark and transition complex concerns to the appropriate channel when needed.
• Follow up with customers when additional information, clarification, or confirmation is needed to move a request forward.
• Escalate unresolved product, service, or account concerns to a customer service team lead or designated support team member with clear interaction notes.
• Maintain service quality through accurate responses, timely turnaround, complete notes, and documented follow-up on assigned customer contacts.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer-facing or administrative experience preferred.
• Familiarity with customer questions, service tickets, product or service information, and appropriate customer follow-up practices.
• Ability to use a CRM such as Salesforce for interaction updates, contact review, and customer history lookup.
• Ability to learn a support platform such as Freshdesk and a contact-center phone system such as Talkdesk.
• Comfort using a live chat tool such as Olark, email tools, and standard web-based business systems.
• Clear verbal and written communication skills for explaining information, asking focused questions, and summarizing next steps.
• Ability to review details carefully, enter accurate interaction notes, and follow established team procedures.
• Reliable computer, high-speed internet, and quiet private workspace, 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 home in New Jersey, United States.
• Structured onboarding and training on Salesforce, Freshdesk, Talkdesk, Olark, service workflows, and customer interaction practices.
• Regular check-ins with the customer service team lead for guidance, feedback, and priority alignment.
• Opportunities to build skills in customer interaction, service ticket handling, product knowledge, phone support, and live chat support.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.