Customer Engagement Representative

Talentoma; Tennessee; A distancia; USD 39.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is seeking a Customer Engagement Representative to join our fully remote team. The role focuses on phone calls, emails, and live chat to guide customers to product and service information, ensuring clarity and resolution.

You’ll work under the customer service team lead, collaborating with teammates while regularly updating tickets and customer profiles in Dynamics 365. Ideal candidates bring strong verbal and written communication skills, with comfort using Talkdesk, Zendesk,

Formación

• High school diploma or equivalent.
• No experience required; related customer-facing or service experience preferred.
• Familiar with customer engagement practices and identifying customer needs.
• Capable of using Dynamics 365, Freshdesk, Talkdesk and Zendesk after training.
• Strong verbal and written communication.

Responsabilidades

• Manage incoming customer questions from queue, phone, email and live chat.
• Welcome customers, clarify purpose, and confirm details before providing information.
• Use Talkdesk to handle calls and document outcomes.
• Respond via Zendesk live chat with clear information and next steps.
• Create and update service tickets in Freshdesk.
• Review customer history in Dynamics 365 to inform responses.
• Check knowledge resources before answering questions.
• Follow up to obtain needed information to complete requests.
• Escalate unresolved concerns to the team lead with context.
• Meet quality standards with accurate info, timely responses, and thorough notes.

Conocimientos

Verbal communication

Written communication

Customer engagement

Time management

Educación

High school diploma or equivalent

Herramientas

Microsoft Dynamics 365

Freshdesk

Talkdesk

Zendesk

Descripción del empleo

Job Title: Customer Engagement Representative

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

Summary:

Phone calls, emails, and live chat are the main ways this role connects with customers. As a Customer Engagement Representative, you will respond to questions and guide customers to useful product or service information, helping each interaction feel clear and resolved. The position sits within the customer service team and works under a customer service team lead while partnering with customers and support teammates. This fully remote position is performed work from home in Tennessee, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Clear responses, careful listening, and reliable follow-through strengthen customer trust and help the team maintain consistent service.

Job Responsibilities:

• Monitor incoming customer questions from a shared queue, phone calls, emails, and live chat, then select the appropriate response channel.
• Welcome customers professionally, clarify the purpose of each contact, and confirm relevant details before providing product or service information.
• Use a contact-center phone system such as Talkdesk to manage calls, document interaction outcomes, and route contacts appropriately.
• Respond through a live chat such as Zendesk with accurate, easy-to-understand information and timely next steps for customers.
• Create and update service tickets in a support platform such as Freshdesk, capturing the question, actions taken, and requested follow-up.
• Review customer profile history in a CRM such as Microsoft Dynamics 365 to understand prior interactions and avoid repeated questions.
• Check available knowledge resources and approved service information before answering questions or sharing guidance with customers.
• Follow up with customers when additional information, confirmation, or clarification is needed to complete a service request.
• Escalate unresolved or sensitive customer concerns to the customer service team lead with complete notes and relevant interaction history.
• Meet quality expectations through accurate information, prompt turnaround, complete notes, respectful communication, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer-facing or service experience preferred.
• Familiarity with customer engagement practices, including identifying customer needs and explaining product or service information clearly.
• Ability to use a CRM such as Microsoft Dynamics 365 and a support platform such as Freshdesk after training.
• Comfort using a contact-center phone system such as Talkdesk and a live chat such as Zendesk for customer conversations.
• Strong verbal communication for phone conversations and clear written communication for email and chat responses.
• Ability to remain professional, patient, and focused when handling varied customer questions and changing priorities.
• Reliable computer, high-speed internet, and a quiet private workspace for fully remote work.
• 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 Tennessee, United States.
• Structured onboarding and training on Microsoft Dynamics 365, Freshdesk, Talkdesk, and Zendesk.
• Regular check-ins with the customer service team lead to review questions, priorities, and development.
• Opportunities to build customer needs analysis, call handling, written response, and service coordination skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.