Remote Call Handling Specialist — Customer Support

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

Benefits offered by this job

Fully remote work from home

Structured onboarding and training

Health coverage

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a Call Handling Representative to answer customer questions by phone and route requests to the right support contact. This fully remote, work-from-home role is based in North Carolina with a 40-hour weekly commitment.

You will collaborate with customers, support agents, and internal contacts to resolve routine questions, log calls in a CRM, and ensure timely follow-up. No prior experience is required, and US work authorization is needed.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Ability to understand routine questions and explain the next step.
• Familiarity with customer profiles, service tickets, call logging, and call routing.
• Authorization to work in the United States.
• Reliable computer, high-speed internet, and quiet workspace.

Responsibilities

• Receive incoming calls through a contact-center phone system and greet callers.
• Verify caller information before discussing requests.
• Review customer history in Salesforce to understand past conversations.
• Answer routine questions using approved information and explain next steps.
• Create and update service tickets in Freshdesk.
• Route calls to the correct team and share notes.
• Make return calls about open requests and record follow-ups.
• Escalate unresolved questions to the team lead with a concise summary.
• Follow ACD and IVR procedures and keep call status updated.
• Maintain quality with accurate answers and timely follow-up.

Skills

Clear spoken communication

Concise writing

Professional telephone manners

Explain next steps

Education

High school diploma or equivalent

Tools

Salesforce

Freshdesk

Five9

Job description

Talentoma is seeking a Call Handling Representative to answer customer questions by phone and route requests to the right support contact. This fully remote, work-from-home role is based in North Carolina with a 40-hour weekly commitment.

You will collaborate with customers, support agents, and internal contacts to resolve routine questions, log calls in a CRM, and ensure timely follow-up. No prior experience is required, and US work authorization is needed.