Remote Customer Experience Rep — Florida (Health & 401(k))

Talentoma; Florida; A distancia; USD 39.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is seeking a Customer Experience Representative to handle calls, emails, and chats, delivering clear, helpful answers and guiding customers through next steps. This fully remote role is based in Florida and requires a 40-hour work week with varying shifts.

You will use Freshdesk, HubSpot, Intercom, and RingCentral to manage tickets, chats, and calls, while maintaining accurate notes and timely follow-ups.

Formación

• High school diploma or equivalent.
• No experience required; related experience answering customer questions through telephone, email, or chat is preferred.
• Familiarity with Freshdesk and HubSpot is preferred.
• Willingness to learn Intercom and RingCentral.
• Clear spoken and written communication, active listening, and the ability to explain practical next steps patiently.
• Ability to check information, maintain accurate interaction notes, and recognize when a question needs team lead guidance.

Responsabilidades

• Review incoming service tickets in a Support platform such as Freshdesk, identify unanswered requests, and organize responses according to urgency and established procedures.
• Answer customer calls through RingCentral, listen carefully, and confirm the question before explaining available assistance.
• Respond to messages through Intercom, using clear language and checking understanding before moving to the next conversation.
• Review customer interaction history in HubSpot to understand previous conversations and avoid asking customers to repeat information unnecessarily.
• Check approved product and service references before answering questions about features, account access, order status, or routine service changes within assigned authority.
• Explain available next steps in plain language, set realistic expectations, and confirm whether the customer needs additional clarification before ending the interaction.
• Record the question, checks completed, response provided, and any outstanding action in the service ticket so colleagues can continue the conversation accurately.
• Follow up on unresolved requests when an update is due, contacting the responsible support colleague and sharing confirmed progress with the customer.
• Escalate unfamiliar issues, repeated service difficulties, or requests outside assigned authority to the customer service team lead, including relevant context and attempted steps.
• Close completed tickets after confirming the outcome; quality is judged through response accuracy, turnaround, complete notes, and consistent follow-up on outstanding questions.

Conocimientos

Active listening

Clear spoken communication

Written communication

Explain next steps

Educación

High school diploma or equivalent

Herramientas

Freshdesk

HubSpot

Intercom

RingCentral

Descripción del empleo

Talentoma is seeking a Customer Experience Representative to handle calls, emails, and chats, delivering clear, helpful answers and guiding customers through next steps. This fully remote role is based in Florida and requires a 40-hour work week with varying shifts.

You will use Freshdesk, HubSpot, Intercom, and RingCentral to manage tickets, chats, and calls, while maintaining accurate notes and timely follow-ups.