Inbound Call Agent

Talentoma; Michigan; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k) contributions

Job summary

Talentoma is seeking an Inbound Call Agent to handle customer inquiries from a fully remote home office in Michigan, USA. The role involves beginning with the inbound calls queue, resolving questions about services, and guiding customers to the right support contacts.

Expect a 40-hour working week with varying shifts and days. You will work under a customer service team lead with a collaborative team, using Five9, HubSpot, and Freshdesk to manage calls, CRM data, and tickets.

Qualifications

• Clear spoken communication and the ability to explain information clearly.
• Ability to understand routine service information and distinguish between requests.
• Strong listening skills and patient, courteous communication.
• Ability to enter concise notes and check customer details carefully.
• Ability to work from home with a quiet private workspace and reliable internet.
• Authorization to work in the United States.

Responsibilities

• Begin shift by reviewing queue notices, updates, and callbacks before taking calls.
• Greet callers professionally and establish the reason for contact.
• Check customer details and previous conversations in a CRM and confirm information.
• Explain current service information using reference materials and outline next steps.
• Open or update service tickets in a support system and document interactions.
• Complete straightforward requests within approved permissions and update customers.
• Escalate unresolved concerns to the customer service team lead with rationale.
• Arrange follow-up and confirm contact method for pending answers.
• Maintain quality through accurate responses, timely follow-up, and courteous conversations.

Skills

Communication skills

Active listening

Privacy awareness

Education

High school diploma or equivalent

Job description

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

Summary

Each shift begins with the inbound calls queue, where customers need clear answers about services, existing requests, and next steps. As an Inbound Call Agent, you answer those calls directly, helping customers understand available information and reach the right support contact. You join the customer support team under a customer service team lead and work with fellow agents and service teams to keep requests moving. This fully remote position allows you to work from home in Michigan, United States, with all duties performed at a desk. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Begin your shift by reviewing queue notices, service updates, and outstanding callbacks before accepting calls through a Contact-center phone system such as Five9.


• Greet each caller professionally, establish the reason for contact, and ask focused questions to understand the service question or unresolved request.


• Check existing customer details and previous conversations in a CRM such as HubSpot, confirming relevant information before making permitted updates.


• Explain current service information using approved reference materials, describe available next steps, and check that the caller understands your answer.


• Open or update service tickets in a Support platform such as Freshdesk, recording the question, checks completed, information provided, and outstanding action.


• Complete straightforward requests within your assigned permissions, keeping the caller informed while you review information or consult an appropriate support colleague.


• Transfer questions outside your scope to the relevant service team, sharing a concise explanation so customers do not need to repeat everything.


• Escalate unresolved concerns, unclear instructions, or repeated service problems to the customer service team lead, noting the reason and any promised response.


• Arrange follow-up when an answer is pending, confirm the appropriate contact method, and review open requests before the end of your shift.


• Meet quality expectations through accurate answers, reasonable turnaround, complete notes, courteous conversations, and timely follow-up rather than simply ending calls quickly.

Qualifications

• High school diploma or equivalent.


• No experience required; related experience answering customer questions by telephone or supporting a service desk is preferred.


• Ability to understand routine service information, distinguish between requests, and recognize when a question needs another team's assistance.


• Clear spoken communication, patient listening, and the ability to explain instructions without unnecessary technical language or unsupported promises.


• Ability to enter concise conversation notes, check customer details carefully, and maintain appropriate privacy when handling customer information.


• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer calls without interruptions.


• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in required training.


• Authorization to work in the United States.


• Fully remote, desk-based work from home in Michigan, without commuting for routine duties.


• Structured onboarding and training using example systems including a Contact-center phone system such as Five9, a CRM such as HubSpot, and a Support platform such as Freshdesk.


• Regular check-ins with the customer service team lead to review questions, discuss call feedback, and reinforce service standards.


• Opportunities to build customer interaction, telephone communication, service navigation, and practical request follow-through skills through daily work.

Benefits

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.