Guest Services Agent

Talentoma; Arizona; Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Remote Guest Services Agent based in Arizona to assist guests with service information, access steps, reservations, and follow-ups. This fully remote role requires clear written and verbal communication and a commitment to 40 hours per week.

You will work with the support team to route inquiries, use Zoho CRM, Freshdesk, and Dialpad, and provide accurate product guidance while maintaining detailed notes and timely follow-ups.

Qualifications

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Interest in guest services and delivering helpful guidance through remote service channels.
• Ability to learn Zoho CRM, Freshdesk, and Dialpad.
• Clear written and spoken communication.
• Sound judgment for escalation decisions.
• Maintain organized ticket notes with steady flow of requests.
• Reliable internet and quiet workspace.
• 40-hour weekly commitment.
• Authorized to work in the United States.
• Fully remote work from home in Arizona, United States.
• Structured onboarding and training on Freshdesk, Zoho CRM, Dialpad, and Tidio.

Responsibilities

• Monitor guest questions through a support queue, calls, emails, and live chat, identifying the request type and priority.
• Review guest details, confirm the nature of each question, and check prior interactions in a CRM.
• Use Freshdesk to open, update, organize, and route service tickets with clear descriptions.
• Respond to routine questions with accurate product information and approved guidance.
• Handle guest conversations via phone and live chat platforms.
• Record complete interaction notes and follow-up actions in the system.
• Coordinate with the support team for additional information or updates.
• Follow up with guests when more details are needed.
• Escalate unresolved or urgent issues to the team lead with a summary and notes.
• Close tickets after confirming resolution and updating status.

Skills

Written communication

Remote work readiness

Education

High school diploma or equivalent

Tools

Zoho CRM

Freshdesk

Dialpad

Tidio

Job description

Monthly Pay:

$3,630 - $4,962 USD per month

Summary:

Guest questions about service information, access steps, reservation details, and follow-ups make up the daily work. The Guest Services Agent directly assists guests by clarifying service options, resolving straightforward concerns, and guiding next steps through approved resources. The role sits within the customer service team and works under a customer service team lead. It works with guests, the support team, and service operations contacts to keep requests moving and is a fully remote work from home position based in Arizona, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Clear responses and reliable request notes help guests receive consistent assistance from their first contact through resolution.

Job Responsibilities:

• Monitor incoming guest questions through a support queue, calls, emails, and live chat, identifying the request type and priority.
• Review guest-provided details, confirm the nature of each question, and check prior interactions in a CRM such as Zoho CRM.
• Use a support platform such as Freshdesk to open, update, organize, and route service tickets with clear descriptions.
• Respond to routine questions with accurate product or service information, approved guidance, and practical next steps.
• Handle guest conversations through a contact-center phone system such as Dialpad and a live chat such as Tidio.
• Record complete interaction notes, actions taken, promised follow-ups, and relevant guest preferences in the appropriate system.
• Coordinate with the support team when a request needs additional information, specialized assistance, or a status update.
• Follow up with guests when more details are needed or when a previously discussed action requires confirmation.
• Escalate unresolved, urgent, or sensitive service concerns to the customer service team lead with a concise summary and supporting notes.
• Close completed tickets only after confirming the response, updating the request status, and documenting the outcome.
• Meet quality expectations through accuracy, timely turnaround, complete notes, respectful guest interactions, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Interest in guest services, hospitality practices, and delivering helpful guidance through remote service channels.
• Ability to learn a CRM such as Zoho CRM, a support platform such as Freshdesk, and a contact-center phone system such as Dialpad.
• Ability to explain service information clearly in written messages, live chat conversations, and phone discussions.
• Sound judgment for recognizing when a guest question can be resolved directly and when it needs escalation.
• Ability to maintain organized ticket notes while handling a steady flow of guest requests.
• 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 Arizona, United States.
• Structured onboarding and training on Freshdesk, Zoho CRM, Dialpad, and Tidio.
• Regular check-ins with the customer service team lead for guidance and feedback.
• Skill building in guest assistance, ticket workflow, service communication, and remote support practices.

Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.