Remote Customer Engagement Specialist

Sales Match; Allentown (Lehigh County); Remote; USD 39.000 - 55.000; Vollzeit

Benefits dieser Stelle

Remote work

Structured onboarding & training

Regular check-ins

Career development opportunities

Health coverage & leave

Zusammenfassung

Sales Match is seeking a Customer Engagement Specialist to manage customer questions, provide clear follow-up, and resolve tickets from a fully remote setup in Pennsylvania. You will work with Freshdesk and Salesforce, ensuring accurate notes and timely responses across emails, chats, and service tickets.

The role emphasizes customer satisfaction, effective written communication, and collaboration with the support team to move conversations toward resolution.

Qualifikationen

• High school diploma or equivalent.
• 1–2 years of customer support or related service experience preferred, especially with written conversations and ongoing follow-up.
• Familiarity with Freshdesk and Salesforce, including tickets and interaction histories.

Aufgaben

• Review emails, chat conversations, and tickets in Freshdesk, identifying unanswered questions and follow-up needs.
• Read customer history in Salesforce to understand service history before responding.
• Confirm customer questions, relevant service details, and desired outcomes; record clear summaries.
• Explain product or service information using approved materials and adapt explanations to customer understanding.
• Guide customers through everyday service questions and available self-service resources; avoid unnecessary transfers.
• Recognize signs of dissatisfaction and plan practical next steps within the role's authority.
• Coordinate unresolved questions with service specialists and explain next steps to customers.
• Follow up on open conversations and escalate delays to the customer service team lead.
• Update conversation notes and ticket status after each interaction; ensure smooth handoffs.
• Close resolved tickets after confirming the outcome and share recurring issues during handoffs.

Kenntnisse

Customer support

Written communication

Active listening

Ticket prioritization

Problem solving

Ausbildung

High school diploma or equivalent

Tools

Freshdesk

Salesforce

Jobbeschreibung

Sales Match is seeking a Customer Engagement Specialist to manage customer questions, provide clear follow-up, and resolve tickets from a fully remote setup in Pennsylvania. You will work with Freshdesk and Salesforce, ensuring accurate notes and timely responses across emails, chats, and service tickets.

The role emphasizes customer satisfaction, effective written communication, and collaboration with the support team to move conversations toward resolution.