Customer Experience Specialist

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

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Descripción de la vacante

Talentoma is hiring a Customer Experience Specialist for a fully remote role based in Pennsylvania, USA. The position supports customer questions across calls, email, chat, and tickets, with a 40-hour weekly commitment and flexible shift times.

You will collaborate with the service team to ensure accurate information and complete ticket histories. The role emphasizes proactive communication, detailed CRM documentation, and escalation when needed, with opportunities to contribute to improved

Formación

• Minimum high school diploma or equivalent.
• About 1–2 years of customer experience preferred.
• Familiarity with CRM workflows and customer follow-up practices preferred.
• Experience with Salesforce to review customer history and record interactions preferred.
• Experience using Zendesk and Intercom preferred.

Responsabilidades

• Monitor calls, emails, chats, and tickets; prioritize requests by urgency.
• Greet customers, listen, and clarify details before providing information.
• Review customer history in CRM to understand context and avoid repeats.
• Create and update service tickets with actions, status, and next steps.
• Respond to real-time conversations via live chat (Intercom) with a warm, informed tone.
• Explain options and guide customers toward practical next steps without overcommitting.
• Follow up to obtain needed information or approvals and maintain current ticket status.
• Escalate complex or unresolved issues with a summary of prior actions.
• Share recurring themes and process gaps to improve response resources.
• Maintain quality with accurate information, timely responses, and complete notes across channels.

Conocimientos

Active listening

Written communication

Time management

Remote work readiness

Customer service mindset

Educación

High school diploma

Herramientas

Salesforce

Zendesk

Intercom

Descripción del empleo

Job Title: Customer Experience Specialist

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

Summary: Each shift begins with the open queue, where customer questions from calls, emails, chats, and service tickets are waiting for a clear response. The role requires a 40-hour weekly commitment. Working days and shift times may vary. This associate-level Customer Experience Specialist sits within the customer service team and works under a customer service team lead to help customers understand product or service information and move concerns toward resolution. Throughout the day, the specialist partners with customers, support team members, and internal product or service contacts to provide consistent updates and thoughtful guidance. This fully remote, work from home role is based in Pennsylvania, United States and supports dependable customer experiences through accurate conversations, organized follow-through, and clear service ticket histories.

Job Responsibilities:

• Monitor incoming calls, emails, chats, and service tickets, identify the reason for each customer contact, and prioritize requests based on urgency and established routing practices.
• Welcome customers professionally, listen carefully to questions, and clarify relevant details before providing product or service information in plain, helpful language.
• Review customer history and prior interactions in a CRM such as Salesforce to understand context, avoid repeated questions, and document each contact accurately.
• Create, update, and organize service tickets in a support platform such as Zendesk, including the customer request, actions taken, status, and next steps.
• Respond to real-time conversations through a live chat such as Intercom while maintaining a warm, informed, and consistent customer experience.
• Research available product or service resources, explain applicable options, and guide customers toward practical next steps without making unsupported commitments.
• Follow up with customers when additional information, internal review, or a promised update is needed, keeping ticket status current until the matter is resolved.
• Escalate complex, recurring, or unresolved customer concerns to the customer service team lead or appropriate internal contact with a complete summary of prior actions.
• Share recurring customer themes, unclear information, and process gaps with the support team to help improve response resources and customer guidance.
• Maintain quality through accurate information, timely turnaround, complete interaction notes, appropriate follow-up, and respectful customer communication across every channel.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer experience, customer support, contact center, or related service experience preferred.
• Familiarity with customer questions, service ticket workflows, product or service information, and customer follow-up practices preferred.
• Experience using a CRM such as Salesforce to review customer history and record interaction details preferred.
• Experience using a support platform such as Zendesk and a live chat such as Intercom preferred.
• Ability to listen actively, write clear responses, explain information patiently, and adjust communication for different customer needs.
• Ability to review details, identify the appropriate next step, manage several active customer conversations, and maintain complete notes.
• Reliable computer, high-speed internet, and a 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 Pennsylvania, United States.
• Structured onboarding and training on Salesforce, Zendesk, Intercom, customer interaction standards, and service ticket workflows.
• Regular check-ins with the customer service team lead for guidance, feedback, and discussion of customer themes.
• Opportunities to build customer experience, customer retention, escalation management, service ticket coordination, and system navigation skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.