Phone Support Coordinator

Talentoma; Maryland; 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 seeking a Remote Phone Support Coordinator in Maryland, USA. You will handle incoming calls, organize callbacks, and collaborate with support representatives to ensure smooth handoffs and timely follow-up.

This fully remote role uses Genesys, Zendesk, and HubSpot for queue management, ticketing, and CRM. You’ll work 40 hours weekly, with varying shift times and structured onboarding to deliver reliable customer service.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of phone support, call center coordination, or related customer support experience preferred.
• Familiarity with organizing call queues, coordinating callbacks, and matching customer questions to the appropriate support representative.
• Working knowledge of phone systems, support tickets, and CRM tools, with willingness to learn the example systems named above.
• Clear spoken and written communication, including concise call summaries, courteous explanations, and accurate handoff notes.
• Ability to compare request status, recognize missing follow-up, and prioritize coordination tasks using established service procedures.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.
• 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 Maryland, with phone support coordination duties handled through online systems.
• Structured onboarding and training on a Contact-center phone system such as Genesys, a Support platform such as Zendesk, and a CRM such as HubSpot.
• Regular check-ins with the customer service team lead to review priorities, discuss questions, and receive feedback.
• Build skills in service coordination, workload planning, performance reporting, resource allocation, and service delivery improvement through daily support workflows.

Responsibilities

• Review incoming calls, voicemail messages, and support tickets, identifying each customer's question and organizing requests by urgency, subject, and the appropriate support contact.
• Coordinate queue coverage using a Contact-center phone system such as Genesys, checking representative availability and arranging transfers so customers reach someone who can assist.
• Confirm relevant customer contact information and summarize the reason for each call, using a CRM such as HubSpot to maintain accurate interaction notes.
• Organize open requests in a Support platform such as Zendesk, assigning the appropriate category, recording ownership, and keeping request status current throughout the support process.
• Provide approved product or service information for routine questions, explain the next step clearly, and route questions requiring deeper assistance to the appropriate service specialist.
• Arrange callbacks with customers and assigned representatives, confirm contact preferences, and share the information needed for a useful conversation without unnecessary repetition.
• Track outstanding callbacks and unresolved tickets, follow up when an expected response is missing, and elevate delays or repeated concerns to the customer service team lead.
• Coordinate handoffs between representatives and specialists, checking that the receiving person has the customer's question, prior actions, and a clear next step.
• Review queue activity and summarize recurring questions, transfer problems, and workload gaps for the team lead to support coverage planning and practical process improvements.
• Check completed requests for accurate information, timely turnaround, complete notes, and finished follow-up before updating their status and confirming the outcome with the customer.

Skills

Clear spoken communication

Written communication

Phone support experience

Call center coordination

Organizing call queues

Coordination

Education

High school diploma or equivalent

Tools

Genesys

Zendesk

HubSpot

CRM tools

Phone systems

Job description

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

Summary

Clear answers and well-organized callbacks help customers reach the right person without repeating their questions. The Phone Support Coordinator organizes incoming phone support requests within the customer support team, working under a customer service team lead. This role works with customers, support representatives, and service specialists to keep handoffs clear, track open questions, and arrange timely follow-up. This is a fully remote position offering work from home in Maryland, United States, with daily responsibilities completed through phone and online systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming calls, voicemail messages, and support tickets, identifying each customer's question and organizing requests by urgency, subject, and the appropriate support contact.


• Coordinate queue coverage using a Contact-center phone system such as Genesys, checking representative availability and arranging transfers so customers reach someone who can assist.


• Confirm relevant customer contact information and summarize the reason for each call, using a CRM such as HubSpot to maintain accurate interaction notes.


• Organize open requests in a Support platform such as Zendesk, assigning the appropriate category, recording ownership, and keeping request status current throughout the support process.


• Provide approved product or service information for routine questions, explain the next step clearly, and route questions requiring deeper assistance to the appropriate service specialist.


• Arrange callbacks with customers and assigned representatives, confirm contact preferences, and share the information needed for a useful conversation without unnecessary repetition.


• Track outstanding callbacks and unresolved tickets, follow up when an expected response is missing, and elevate delays or repeated concerns to the customer service team lead.


• Coordinate handoffs between representatives and specialists, checking that the receiving person has the customer's question, prior actions, and a clear next step.


• Review queue activity and summarize recurring questions, transfer problems, and workload gaps for the team lead to support coverage planning and practical process improvements.


• Check completed requests for accurate information, timely turnaround, complete notes, and finished follow-up before updating their status and confirming the outcome with the customer.

Qualifications

• High school diploma or equivalent.


• About 1-2 years of phone support, call center coordination, or related customer support experience preferred.


• Familiarity with organizing call queues, coordinating callbacks, and matching customer questions to the appropriate support representative.


• Working knowledge of phone systems, support tickets, and CRM tools, with willingness to learn the example systems named above.


• Clear spoken and written communication, including concise call summaries, courteous explanations, and accurate handoff notes.


• Ability to compare request status, recognize missing follow-up, and prioritize coordination tasks using established service procedures.


• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.


• 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 Maryland, with phone support coordination duties handled through online systems.


• Structured onboarding and training on a Contact-center phone system such as Genesys, a Support platform such as Zendesk, and a CRM such as HubSpot.


• Regular check-ins with the customer service team lead to review priorities, discuss questions, and receive feedback.


• Build skills in service coordination, workload planning, performance reporting, resource allocation, and service delivery improvement through daily support workflows.

Benefits

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