Remote Call Center Specialist

Sales Match; Durham (NC); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote work from home

Structured onboarding and training

Regular check-ins with team lead

Skill development in call handling and

Benefits package including health and

Job summary

Sales Match is seeking a Call Handling Representative for a fully remote position based in North Carolina. You will answer customer questions by phone, route requests, and maintain accurate notes within CRM and ticketing systems.

The role operates in a customer service team, with a team lead oversight, and requires a 40-hour weekly commitment. Working days and shifts may vary, offering flexible remote work while ensuring service continuity.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience answering customer calls, handling telephone reception, or supporting a service team is preferred.
• Ability to understand routine customer questions, locate approved information, and explain the next step without making unsupported promises.
• Familiarity with customer profiles, service tickets, call logging, and call routing is preferred; introductory system training is provided.
• Clear spoken communication, professional telephone manners, and concise writing for customer notes, internal handoffs, and follow-up messages.
• Ability to listen while navigating computer screens, confirm details, and keep each customer’s request separate and accurate.
• Basic understanding of internet-based phone connections and willingness to report audio issues using the team’s troubleshooting instructions.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsibilities

• Answer incoming calls and greet callers, establishing the reason for each call.
• Verify caller information using approved steps before discussing an existing service request.
• Review customer history in a CRM to understand earlier conversations and open requests.
• Provide routine answers and explain next steps to ensure customer understanding.
• Create and update service tickets in Freshdesk with notes and actions.
• Route calls to the correct team and share relevant notes to avoid repetition.
• Return calls about open requests and log outcomes with next actions.
• Escalate unresolved questions to the team lead with a concise summary.
• Follow ACD and IVR routing, report connection problems, and keep call status updated.
• Maintain quality with accurate answers, timely follow-up, and review feedback.

Skills

Clear communication

Concise writing

Active listening

CRM familiarity

Call routing

Education

High school diploma

Tools

Five9

Salesforce

Freshdesk

Job description

Sales Match is seeking a Call Handling Representative for a fully remote position based in North Carolina. You will answer customer questions by phone, route requests, and maintain accurate notes within CRM and ticketing systems.

The role operates in a customer service team, with a team lead oversight, and requires a 40-hour weekly commitment. Working days and shifts may vary, offering flexible remote work while ensuring service continuity.