Outbound Call Representative

Talentoma; Ohio; Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a fully remote Contact Center Agent based in Ohio to handle customer questions via phone, email, and chat. You will work within a support team, ensuring accurate information, timely responses, and thorough documentation of every interaction.

Responsibilities include handling tickets and live chats, using tools like Talkdesk, Tidio, Zoho CRM, and Help Scout, and escalating urgent issues to the team lead. A 40-hour workweek is required with varying shifts.

Qualifications

• Clear, respectful communication by phone, email, and chat.
• Ability to listen carefully and ask clarifying questions.
• Familiarity with standard contact-center workflows preferred.
• Comfort using Talkdesk, Tidio, Zoho CRM, and Help Scout.

Responsibilities

• Handle customer questions via phone, email, chat, and tickets.
• Review details and provide accurate information from approved resources.
• Document interactions with notes and outcomes in the CRM.
• Escalate unresolved or urgent issues to team lead.
• Maintain quality through accurate notes and timely follow-ups.

Skills

Clear communication

Active listening

Ask clarifying questions

Written communication

Education

High school diploma or equivalent

Tools

Talkdesk

Tidio

Zoho CRM

Help Scout

Job description

Monthly Pay: $3,588 - $5,032 USD per month

Summary:

This role answers customer questions by phone, email, and chat. It matters because clear, timely assistance helps customers understand available products or services and complete next steps. The Contact Center Agent works under a customer service team lead within the support team. The role works with customers, fellow agents, team leads, and internal service teams to resolve questions and coordinate updates. This is a fully remote, work from home position based in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through an assigned phone queue, email inbox, live chat, and service tickets, then identify the purpose of each contact.
• Verify available customer details and review prior interaction notes before providing product or service information using approved resources.
• Respond directly to routine questions with clear explanations, accurate next steps, and professional language suited to the customer’s request.
• Use a contact-center phone system such as Talkdesk to manage calls, document outcomes, and update call disposition details.
• Use a live chat platform such as Tidio to respond to chat conversations, confirm understanding, and close interactions appropriately.
• Enter complete interaction notes, contact reasons, actions taken, and promised follow-up details in a CRM such as Zoho CRM.
• Create and update service tickets in a support platform such as Help Scout when a request needs review by another internal team.
• Schedule or adjust service appointments when authorized, confirm requested details, and share accurate appointment information with customers.
• Follow up on open requests within assigned workflows and **escalate** unresolved, urgent, or sensitive customer concerns to a customer service team lead.
• Meet quality expectations through accuracy, timely turnaround, complete notes, respectful communication, and appropriate follow-up on each customer interaction.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience in phone-based customer assistance, service support, or appointment coordination preferred.
• Familiarity with customer questions, service tickets, product or service information, and standard contact center workflows preferred.
• Ability to communicate clearly and respectfully by phone, email, and chat while adapting explanations to customer needs.
• Ability to listen carefully, ask relevant clarifying questions, and provide accurate information using approved resources.
• Comfort learning a contact-center phone system such as Talkdesk, a live chat platform such as Tidio, a CRM such as Zoho CRM, and a support platform such as Help Scout.
• Ability to enter concise interaction notes, review details carefully, and maintain consistent follow-through on assigned requests.
• Reliable computer, high-speed internet, and a quiet private workspace required, along 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 Ohio, United States.
• Structured onboarding and training on Talkdesk, Tidio, Zoho CRM, Help Scout, customer interaction workflows, and service resources.
• Regular check-ins with the customer service team lead for coaching, questions, and work guidance.
• Opportunity to build skills in call control, de-escalation, customer interaction documentation, service coordination, and phone-based support.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.