Inbound Call Specialist

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is hiring an Inbound Call Specialist for a fully remote position based in Florida. You will handle inbound calls, provide product information, and guide customers toward next steps.

The role requires a 40-hour weekly commitment and uses Gorgias, Salesforce, and RingCentral for documentation and routing. Ideal candidates have 1–2 years of phone-based customer support, strong listening skills, and the ability to maintain accurate notes while escalating complex issues when necessary.

Qualifications

• High school diploma or equivalent.
• 1–2 years of phone-based customer support preferred.
• Ability to listen carefully and summarize conversations clearly.

Responsibilities

• Answer inbound calls and clarify callers' questions to provide accurate information.
• Follow guidance to move interactions toward next steps and resolve issues.
• Create and update notes in a support platform and review prior interactions in CRM.
• Escalate concerns when needed and maintain a secure, privacy-conscious experience.

Skills

Phone support

Active listening

Note taking

CRM experience

Education

High school diploma or equivalent

Tools

Gorgias

Salesforce

RingCentral

Job description

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

Summary

Each shift begins with the open queue, where inbound calls and follow-up messages wait for a clear response. The Inbound Call Specialist answers customer questions, clarifies product or service information, and guides callers toward appropriate next steps, helping each interaction move forward. The role sits within the customer service team under a customer service team lead and works with customers, support teammates, and internal service contacts. This is a fully remote work from home position based in Florida, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Begin each shift by reviewing the assigned inbound call queue, voicemail messages, support requests, and priority updates from the customer service team lead.
• Answer inbound calls professionally, confirm the caller’s reason for contacting the team, and use clear questions to understand the requested assistance.
• Provide accurate product or service information by following approved guidance, available reference materials, and current team updates.
• Create and update interaction notes in a support platform such as Gorgias, including the caller’s question, information provided, requested next step, and follow-up status.
• Search a CRM such as Salesforce to review relevant customer details and prior interactions before responding or arranging additional support.
• Use a contact-center phone system such as RingCentral to manage call status, return voicemail messages, and transfer callers when another team member owns the request.
• Coordinate with support teammates and internal service contacts when a caller needs clarification, an updated answer, or assistance outside the specialist’s assigned scope.
• Follow up on open customer questions through approved phone or written channels, confirm when the next step is complete, and update the support request.
• Escalate urgent, sensitive, repeated, or unresolved concerns to the customer service team lead with a concise summary of the interaction and actions already taken.
• Maintain a helpful, consistent caller experience while protecting private customer information and following established conversation guidelines.
• Meet quality expectations through accurate information, timely turnaround, complete interaction notes, dependable follow-up, and appropriate escalation.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of phone-based customer assistance, contact-center, reception, or related experience preferred.
• Familiarity with handling inbound calls, clarifying customer questions, and explaining product or service information in a calm manner.
• Working knowledge of a support platform such as Gorgias and a CRM such as Salesforce preferred.
• Comfort using a contact-center phone system such as RingCentral to answer, transfer, and return customer calls.
• Ability to listen carefully, ask purposeful questions, summarize conversations clearly, and communicate next steps to callers.
• Ability to maintain complete interaction notes, follow established workflows, and recognize when an issue should be escalated.
• Reliable computer, high-speed internet, and a 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 Florida, United States.
• Structured onboarding and training on Gorgias, Salesforce, RingCentral, call workflows, and service information.
• Regular check-ins with the customer service team lead to discuss questions, workflow updates, and development.
• Opportunity to build skills in phone-based assistance, service information, interaction documentation, and customer follow-up.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.