Customer Service Coordinator

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

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Descripción de la vacante

Talentoma in the United States is seeking a Customer Service Coordinator to connect customers with clear answers. This remote, desk-based role handles phone, email, and live chat, coordinating with the support team and internal product contacts from your home in Texas.

You will manage incoming questions, maintain CRM notes, and ensure timely follow-up on tickets. Requires 1–2 years of service experience, familiarity with Salesforce and Freshdesk, and the ability to work a 40-hour week with

Formación

• High school diploma or equivalent.
• 1–2 years in customer service or related coordination.
• Familiar with Salesforce CRM and Freshdesk support platform.
• Able to handle phone, email, and live chat with professional tone.
• Must have reliable internet, quiet workspace, and 40-hour weekly availability.
• Authorized to work in the United States.

Responsabilidades

• Review calls, emails, and chats to identify the main question and triage tickets.
• Check customer details in CRM before coordinating next steps.
• Create and update tickets in Freshdesk with context and next steps.
• Coordinate calls using Five9 and relay context during transfers.
• Provide product/service information and explain next steps clearly.
• Route requests to the right colleague with sufficient information.
• Monitor tickets, follow up, and keep customers informed of delays.
• Escalate unresolved questions to the team lead with summary.
• Close tickets only after follow-through is complete.
• Maintain quality with accurate notes and regular follow-ups.

Conocimientos

Customer service

Salesforce CRM

Clear communication

Ticket coordination

Remote work readiness

Educación

High school diploma

Herramientas

Freshdesk

Five9

Salesforce

Descripción del empleo

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

Summary:

Phone calls, emails, and live chat connect this role with customers who need clear answers and coordinated follow-through. The Customer Service Coordinator organizes incoming questions, service tickets, and customer updates so requests move to the right person without losing important context. This position sits within the customer service team, works under a customer service team lead, and collaborates with customers, support colleagues, and internal product contacts. This fully remote, desk-based position lets you work from home in Texas, United States, while maintaining clear communication across service channels. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming calls, emails, and chat requests, identify the customer's main question, and organize service tickets by urgency and the support needed.
• Check customer details, previous contacts, and current request status in a CRM such as Salesforce before coordinating the next action.
• Create and update tickets in a support platform such as Freshdesk, recording the question, relevant service information, assigned owner, and next step.
• Coordinate incoming and return calls through a contact-center phone system such as Five9, passing clear context to colleagues when a transfer is needed.
• Provide approved product or service information, explain the next steps in straightforward language, and confirm that customers understand what will happen next.
• Route requests to the appropriate support colleague or internal product contact, checking that the receiving person has enough information to act.
• Monitor open tickets and promised updates, follow up when responses are pending, and keep customers informed when an answer takes longer than expected.
• Escalate unresolved questions, repeated contact, or unclear ownership to the customer service team lead, summarizing the issue and steps already taken.
• Confirm that the customer's question has been addressed, record the outcome, and close tickets only when the required follow-through is complete.
• Maintain quality through accurate information, timely turnaround, complete notes, and consistent follow-up; share recurring service obstacles during team reviews.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer service, customer support, or related service coordination experience preferred.
• Understanding of service ticket stages, request prioritization, ownership, and clear handoffs between colleagues.
• Familiarity with a CRM such as Salesforce and a support platform such as Freshdesk for reviewing customer history and updating requests.
• Comfort handling customer conversations through phone, email, and live chat while keeping a consistent and professional tone.
• Clear written and spoken communication, including the ability to summarize questions and explain service information without unnecessary jargon.
• Ability to organize competing requests, recognize when guidance is needed, and maintain accurate notes during customer interactions.
• 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.
• Fully remote work from home in Texas, with responsibilities performed entirely at a desk.
• Structured onboarding and training on a CRM such as Salesforce, a support platform such as Freshdesk, and a contact-center phone system such as Five9.
• Regular check-ins with the customer service team lead to review questions, feedback, and service coordination practices.
• Opportunities to build customer communication, ticket prioritization, service handoff, and follow-through skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.