Customer Experience Associate

Talentoma; Utah; Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k) plan

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Customer Experience Associate to respond to customer inquiries, clarify product details, and resolve routine concerns from a fully remote home office based in Utah. You will work with the customer service team to ensure accurate updates and documented interactions, following guidance from a team lead.

Requires a 40-hour weekly commitment. Experience with Dynamics 365, Freshdesk, RingCentral, and LiveChat is beneficial, with emphasis on clear communication and independent

Qualifications

• Requires high school diploma or equivalent.
• No experience required, related experience preferred.
• Familiar with customer experience practices and providing clear service information.
• Able to use Microsoft Dynamics 365 to review customer details and record outcomes.
• Able to use Freshdesk to update tickets and manage follow-ups.
• Comfort using RingCentral and LiveChat for conversations.
• Clear verbal and written communication skills for explaining information and documenting interactions.
• Ability to work independently while following team guidance and procedures.

Responsibilities

• Receive customer questions via queues, calls, emails, and chats and identify the reason for each contact.
• Review customer details and prior interactions to understand context using CRM tools.
• Explain product or service information clearly and confirm customer understanding.
• Create and update service tickets with contact reason, actions, and next steps.
• Handle phone conversations via a contact-center system while maintaining professionalism.
• Respond to real-time messages and escalate complex questions to appropriate channels.
• Follow up on open questions, provide status updates, and coordinate with teammates.
• Escalate unresolved or sensitive issues with complete notes and details.
• Ensure interactions have accurate information, clear resolution or next steps, and proper notes.
• Meet service quality metrics for accuracy, turnaround, notes, and timely follow-up.

Skills

Excellent communication

Independent worker

Active listening

Time management

Education

High school diploma or equivalent

Tools

Microsoft Dynamics 365

Freshdesk

RingCentral

LiveChat

Job description

Job Title: Customer Experience Associate

Monthly Pay: $3,557 - $4,962 USD per month

Summary

When customers reach out, this role makes sure they leave with an answer they understand and a clear next step. As a Customer Experience Associate, you will directly respond to customer questions, clarify product or service information, and help resolve routine concerns that affect the customer experience. The associate works within the customer service team under a customer service team lead who provides guidance on service practices and escalated situations. You will work with customers, support teammates, and internal contacts who can provide accurate updates when a question needs further review. This is a fully remote, work from home position based in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through assigned queues, inbound calls, emails, and chat conversations, then identify the reason for each contact.
• Review available customer details and prior interaction notes before responding, using a CRM such as Microsoft Dynamics 365 to understand the request context.
• Explain product or service information in clear, respectful language and confirm that customers understand the guidance provided.
• Create and update service tickets in a support platform such as Freshdesk, capturing the contact reason, actions taken, and next steps.
• Handle incoming phone conversations through a contact-center phone system such as RingCentral while maintaining a professional and helpful tone.
• Respond to real-time messages through a live chat such as LiveChat and move complex questions to the appropriate support channel when needed.
• Follow up on open customer questions, provide status updates, and coordinate with support teammates when additional information is required.
• Escalate unresolved, sensitive, or nonroutine concerns to a customer service team lead with complete notes and relevant interaction details.
• Check that each interaction includes accurate information, a clear resolution or next step, and properly recorded notes before closing the ticket.
• Meet service quality expectations measured through accuracy, turnaround, complete notes, and timely follow-up on assigned customer contacts.

Qualifications

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Familiarity with customer experience practices, including listening for the customer need and providing understandable service information.
• Ability to use a CRM such as Microsoft Dynamics 365 to review customer details and record interaction outcomes.
• Ability to use a support platform such as Freshdesk to update tickets, review notes, and manage assigned follow-up.
• Comfort using a contact-center phone system such as RingCentral and a live chat such as LiveChat for customer conversations.
• Clear verbal and written communication skills for explaining information, asking focused questions, and documenting customer interactions.
• Ability to work independently while following team guidance, applying service procedures, and escalating questions appropriately.
• 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 a dedicated home workspace in Utah, United States.
• Structured onboarding and training on Microsoft Dynamics 365, Freshdesk, RingCentral, and LiveChat.
• Regular check-ins with the customer service team lead for guidance, coaching, and discussion of customer situations.
• Opportunities to build customer experience management, customer feedback analysis, service communication, and ticket coordination skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.