Customer Engagement Specialist

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

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is seeking a Customer Engagement Specialist to manage product questions, account access steps, and service follow-ups. This associate-level role sits within the customer support team and collaborates with product support contacts to resolve questions and maintain interaction histories.

This fully remote position offers work from home in Virginia, United States, with a 40-hour weekly commitment. The role emphasizes clear communication, consistent answers, and proactive follow-ups,

Formación

• High school diploma or equivalent.
• 1-2 years in customer service or engagement.
• Familiarity with Salesforce and Zendesk for reviewing histories.
• Comfort using Talkdesk for calls.
• Clear spoken and written communication; patient with steps.
• Ability to prioritize work and protect customer information.
• Remote work setup and 40-hour weekly availability.
• Structured onboarding and training on systems.

Responsabilidades

• Review incoming emails, tickets, and follow-ups in Zendesk, identify urgency.
• Answer calls via Talkdesk, clarify concerns and explain available assistance.
• Check account context in Salesforce and verify details before sharing info.
• Explain product features using approved materials tailored to customers.
• Guide initial service use and account navigation, check understanding.
• Document each interaction with questions, steps, status, next actions.
• Escalate unresolved issues to team lead with full context.
• Contribute to improving reference materials by summarizing recurring questions.
• Close tickets after confirming answers and recording outcomes.

Conocimientos

CRM experience

Excellent communication

Documentation skills

Problem escalation

Time management

Educación

High school diploma or equivalent

Herramientas

Zendesk

Salesforce

Talkdesk

Descripción del empleo

Job Title: Customer Engagement Specialist

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

Summary:

Product questions, account access steps, and service follow-ups make up the daily customer engagement work, helping customers understand available services and receive consistent answers. This associate-level role sits within the customer support team and works under a customer service team lead, focusing on ongoing engagement and clear next steps. The specialist works with customers, support colleagues, and product support contacts to resolve questions and maintain useful interaction histories. This fully remote position offers work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails, service tickets, and assigned follow-ups through a support platform such as Zendesk, identifying the question and its urgency.
• Answer customer calls through a contact-center phone system such as Talkdesk, clarifying concerns and explaining what assistance is available before taking action.
• Check account context and previous interactions in a CRM such as Salesforce, confirming relevant details through established verification steps before discussing account-specific information.
• Explain product features, service information, and account access steps using approved reference materials, adapting explanations to each customer's familiarity with the service.
• Guide customers through initial service use and routine account navigation, checking understanding and identifying questions that need additional support rather than making assumptions.
• Record each interaction with the customer's question, checks completed, guidance provided, current status, and next action so colleagues can continue the conversation accurately.
• Arrange follow-up contact when an answer requires research or another team's input, and keep customers informed about progress without promising unconfirmed resolution times.
• Escalate unresolved access issues, repeated service concerns, or unclear guidance to the customer service team lead or designated product support contact with complete context.
• Review recurring questions and customer feedback, sharing concise observations with the support team to improve reference materials and reduce repeated confusion.
• Close completed tickets after confirming the answer and recording the outcome; quality is judged by accuracy, turnaround, complete notes, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer service or customer engagement experience preferred, especially handling ongoing customer questions across phone and email channels.
• Understanding of customer engagement, service follow-through, and practical ways to help customers become comfortable using products or services.
• Familiarity with a CRM such as Salesforce and a support platform such as Zendesk for reviewing interaction histories and maintaining accurate notes.
• Comfort using a contact-center phone system such as Talkdesk while navigating reference materials and documenting the conversation.
• Clear spoken and written communication, with the ability to explain unfamiliar steps patiently and summarize issues for colleagues.
• Ability to prioritize assigned work, recognize escalation needs, and protect customer information while following established account verification procedures.
• A reliable computer, high-speed internet, and quiet private workspace, plus 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 a desk-based customer engagement role.
• Structured onboarding and training on the named systems, reference materials, and customer interaction procedures.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and discuss progress.
• Opportunities to build customer engagement, product knowledge, service follow-through, and clear interaction documentation skills.

Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.