Customer Engagement Specialist

Sales Match; Allentown (Lehigh County); Remote; USD 39.000 - 55.000; Vollzeit

Benefits dieser Stelle

Remote work

Structured onboarding & training

Regular check-ins

Career development opportunities

Health coverage & leave

Zusammenfassung

Sales Match is seeking a Customer Engagement Specialist to manage customer questions, provide clear follow-up, and resolve tickets from a fully remote setup in Pennsylvania. You will work with Freshdesk and Salesforce, ensuring accurate notes and timely responses across emails, chats, and service tickets.

The role emphasizes customer satisfaction, effective written communication, and collaboration with the support team to move conversations toward resolution.

Qualifikationen

• High school diploma or equivalent.
• 1–2 years of customer support or related service experience preferred, especially with written conversations and ongoing follow-up.
• Familiarity with Freshdesk and Salesforce, including tickets and interaction histories.

Aufgaben

• Review emails, chat conversations, and tickets in Freshdesk, identifying unanswered questions and follow-up needs.
• Read customer history in Salesforce to understand service history before responding.
• Confirm customer questions, relevant service details, and desired outcomes; record clear summaries.
• Explain product or service information using approved materials and adapt explanations to customer understanding.
• Guide customers through everyday service questions and available self-service resources; avoid unnecessary transfers.
• Recognize signs of dissatisfaction and plan practical next steps within the role's authority.
• Coordinate unresolved questions with service specialists and explain next steps to customers.
• Follow up on open conversations and escalate delays to the customer service team lead.
• Update conversation notes and ticket status after each interaction; ensure smooth handoffs.
• Close resolved tickets after confirming the outcome and share recurring issues during handoffs.

Kenntnisse

Customer support

Written communication

Active listening

Ticket prioritization

Problem solving

Ausbildung

High school diploma or equivalent

Tools

Freshdesk

Salesforce

Jobbeschreibung

Job Title: Customer Engagement Specialist

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

Summary:

Each shift begins with the open queue: customer questions, ongoing conversations, and service tickets waiting for attention. The Customer Engagement Specialist focuses on helping customers understand services, resolve everyday concerns, and stay engaged through clear, timely follow-up. This position sits within the support team, works under a customer service team lead, and collaborates with customers and service specialists to keep conversations moving toward resolution. The position is fully remote, offering work from home in Pennsylvania, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming emails, chat conversations, and service tickets in a support platform such as Freshdesk, identifying unanswered questions and outstanding follow-up needs.
• Read previous interactions in a CRM such as Salesforce to understand the customer's service history before responding or requesting additional information.
• Confirm the customer's question, relevant service details, and desired outcome, recording clear summaries without requesting unnecessary personal information.
• Explain product or service information using approved reference materials, adapting explanations to the customer's familiarity and checking that instructions are understood.
• Guide customers through everyday service questions and available self-service resources, focusing on useful answers rather than unnecessary transfers or repeated explanations.
• Recognize signs of dissatisfaction or repeated confusion, acknowledge the concern, and identify practical next steps within the role's assigned authority.
• Coordinate unresolved service questions with service specialists, providing the relevant context and explaining to customers what will happen next.
• Follow up on open conversations when updates are available or promised response windows approach, escalating delays and recurring concerns to the customer service team lead.
• Update conversation notes, ticket status, and follow-up actions after each interaction so other support team members can continue assistance without restarting the conversation.
• Close resolved tickets after confirming the outcome, with quality judged through response accuracy, turnaround, complete notes, and dependable follow-up; share recurring engagement issues during handoffs.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer support, customer engagement, or related service experience preferred, particularly involving written customer conversations and ongoing follow-up.
• Understanding of customer satisfaction, service recovery, and the importance of maintaining a consistent customer experience across multiple interactions.
• Familiarity with a support platform such as Freshdesk and a CRM such as Salesforce, including ticket updates, interaction histories, and clear customer notes.
• Ability to interpret product or service guidance, explain available options accurately, and recognize questions that require specialist assistance.
• Clear written communication and active listening skills, with a calm, respectful approach to frustrated customers and unfamiliar service questions.
• Ability to prioritize open tickets, track promised responses, and maintain accurate updates while moving between customer conversations.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; 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 a desk-based customer engagement role.
• Structured onboarding and training on a support platform such as Freshdesk and a CRM such as Salesforce.
• Regular check-ins with the customer service team lead to review questions, feedback, and development priorities.
• Opportunities to build customer engagement, service recovery, written communication, and ticket prioritization skills through daily support work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.