Customer Solutions Specialist

Talentoma; Virginia; Teletrabalho; USD 39 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Resumo da oferta

Talentoma is seeking a Customer Solutions Specialist who supports customers through calls, emails, and chats from a fully remote home office in Virginia. The role handles inquiries, documents actions in CRM, and coordinates with internal teams to deliver clear next steps. Strong communication and problem-solving are essential.

The position requires a 40-hour week with varying shifts. Prior CRM experience (Zoho CRM, Salesforce Service Cloud) and familiarity with Five9/Olark are preferred.

Qualificações

• High school diploma or equivalent.
• 1–2 years customer-facing experience preferred.
• Strong written and verbal communication skills.

Responsabilidades

• Monitor incoming questions via calls, emails, chats, and tickets.
• Identify customer needs and provide accurate product or service information.
• Access customer history in Zoho CRM and update notes in Salesforce Service Cloud.

Conhecimentos

Customer-facing experience

Communication skills

Problem solving

Formação académica

High school diploma or equivalent

Ferramentas

Zoho CRM

Salesforce Service Cloud

Five9

Olark

Descrição da oferta de emprego

Job Title: Customer Solutions Specialist

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

Summary:

Each shift begins with the open queue: calls, emails, and chats waiting for a customer solutions response. Throughout the shift, the Customer Solutions Specialist investigates customer questions, clarifies product or service information, and guides each contact toward a clear next step. The specialist sits within the support team and works under a customer service team lead. The role partners with customers, support teammates, and internal service contacts to coordinate accurate answers and follow-through. This fully remote position is work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming customer questions through calls using a contact-center phone system such as Five9, emails, chats using a live chat such as Olark, and service tickets.
• Review each request to understand the customer need, confirm relevant details, and determine the appropriate product or service information to provide.
• Use a CRM such as Zoho CRM to locate customer interaction history, update contact details, and record clear notes about actions taken.
• Respond to routine questions with accurate, easy-to-understand guidance that reflects available service information and established support procedures.
• Create, update, and organize service tickets in a support platform such as Salesforce Service Cloud so requests have complete context and ownership.
• Ask focused follow-up questions when information is missing, unclear, or needed to identify the most helpful customer solution.
• Coordinate with support teammates and internal service contacts when a request requires additional research, clarification, or a handoff.
• Escalate unresolved, sensitive, or time-sensitive customer concerns to the customer service team lead with a concise summary of prior actions.
• Follow up with customers and internal contacts until the request has an appropriate response, next step, or confirmed resolution.
• Maintain quality through accuracy, timely turnaround, complete notes, respectful responses, and dependable follow-up on assigned requests.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer-facing, service support, or customer solutions experience preferred.
• Working knowledge of customer question handling, service ticket workflows, and product or service information review.
• Experience using a CRM such as Zoho CRM and a support platform such as Salesforce Service Cloud preferred.
• Familiarity with call, email, and chat-based customer interactions using a contact-center phone system such as Five9 and a live chat such as Olark preferred.
• Ability to investigate customer concerns, identify practical next steps, and communicate guidance with sound judgment.
• Strong written and verbal communication skills for clear, professional interactions with customers and internal service contacts.
• 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 home in Virginia, United States.
• Structured onboarding and training on the named customer support systems.
• Regular check-ins with the customer service team lead.
• Opportunity to build customer success, service operations, customer journey mapping, and quality assurance skills.

Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.