Customer Solutions Representative

Talentoma; New Jersey; Remote; USD 42,000 - 63,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is hiring a Customer Solutions Representative for a fully remote position based in New Jersey, United States. You will handle customer questions via calls, emails, and messages, guiding them to practical solutions with clear explanations.

The role requires a 40-hour weekly commitment, with varying shifts. You will work within the support team and escalate when needed, while documenting interactions and follow-ups for smooth handoffs.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer-facing, telephone, or email support experience is preferred, and training supports entry-level learning.
• Willingness to learn the named customer support systems, navigate multiple screens, and enter accurate interaction notes.
• Ability to read product or service information carefully and explain relevant details without guessing or making unsupported commitments.
• Clear spoken and written communication, courteous questioning, and patience when customers need an explanation repeated or simplified.
• Authorization to work in the United States.
• Fully remote, desk-based work from home with customer conversations and team coordination handled online.

Responsibilities

• Review incoming service tickets in a support platform such as Freshdesk, checking request details, previous replies, urgency, and any outstanding customer commitments before responding.
• Answer queued customer calls through a contact-center phone system such as Talkdesk, introduce the purpose of the conversation, and clarify the question being raised.
• Check customer contact details and relevant interaction history in a CRM such as HubSpot, following approved verification steps before discussing account-specific service information.
• Ask focused questions to understand the customer's intended outcome, distinguish separate concerns, and record a concise description that another representative can readily understand.
• Review approved product or service reference materials, explain available options in plain language, and check that the answer addresses the customer's original question.
• Respond to customer emails and messages with accurate explanations, clear next steps, and realistic expectations based on available information rather than unsupported promises.
• Record the response, customer preferences, and actions taken, and unresolved questions in the service ticket so the support team can continue without repeating work.
• Escalate unresolved questions, repeated complaints, or requests outside your authority to the customer service team lead, including relevant context and steps already attempted.
• Follow up when an answer or internal update is pending, communicate progress to the customer, and confirm whether the proposed solution addressed the concern.
• Close completed tickets with an outcome summary and review remaining handoffs before ending the shift; quality is judged by accuracy, turnaround, complete notes, and follow-up.

Skills

Customer service

Communication

Willingness to learn

Remote work

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot

Talkdesk

Job description

Job Title: Customer Solutions Representative

Monthly Pay: $3,777 - $5,661 USD per month

Summary:

Each shift begins with the open queue: customer calls, emails, and messages waiting for a clear answer. As a Customer Solutions Representative, you communicate practical answers to customer questions and help customers understand product or service information. You sit within the support team and work under a customer service team lead. This fully remote position lets you work from home in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Throughout your shift, you work with customers, other representatives, and internal product or service contacts to keep requests moving toward resolution.

Job Responsibilities:

• Review incoming service tickets in a support platform such as Freshdesk, checking request details, previous replies, urgency, and any outstanding customer commitments before responding.
• Answer queued customer calls through a contact-center phone system such as Talkdesk, introduce the purpose of the conversation, and clarify the question being raised.
• Check customer contact details and relevant interaction history in a CRM such as HubSpot, following approved verification steps before discussing account-specific service information.
• Ask focused questions to understand the customer's intended outcome, distinguish separate concerns, and record a concise description that another representative can readily understand.
• Review approved product or service reference materials, explain available options in plain language, and check that the answer addresses the customer's original question.
• Respond to customer emails and messages with accurate explanations, clear next steps, and realistic expectations based on available information rather than unsupported promises.
• Record the response, customer preferences, and actions taken, and unresolved questions in the service ticket so the support team can continue without repeating work.
• Escalate unresolved questions, repeated complaints, or requests outside your authority to the customer service team lead, including relevant context and steps already attempted.
• Follow up when an answer or internal update is pending, communicate progress to the customer, and confirm whether the proposed solution addressed the concern.
• Close completed tickets with an outcome summary and review remaining handoffs before ending the shift; quality is judged by accuracy, turnaround, complete notes, and follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer-facing, telephone, or email support experience is preferred, and training supports entry-level learning.
• Basic understanding of how customer questions become service tickets and move through review, response, follow-up, and closure.
• Willingness to learn the named customer support systems, navigate multiple screens, and enter accurate interaction notes.
• Ability to read product or service information carefully and explain relevant details without guessing or making unsupported commitments.
• Clear spoken and written communication, courteous questioning, and patience when customers need an explanation repeated or simplified.
• Ability to recognize unresolved concerns, organize supporting details, and ask the customer service team lead for guidance.
• A reliable computer, high-speed internet, and 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, desk-based work from home with customer conversations and team coordination handled online.
• Structured onboarding and training using a support platform such as Freshdesk, a CRM such as HubSpot, and a contact-center phone system such as Talkdesk.
• Regular check-ins with the customer service team lead to discuss questions, review interactions, and reinforce learning.
• Opportunities to build customer care, complaint resolution, clear explanation, and service ticket follow-through skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.