Remote Customer Experience Specialist

Talentoma; Philadelphia (Philadelphia County); 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 Customer Experience Representative to join our fully remote team. You will handle calls, emails, and tickets, providing clear product information and guiding customers through options and next steps from Pennsylvania-based operations.

The role requires a 40-hour weekly commitment with variable shifts and strong written and spoken communication. You will use Zendesk and Microsoft Dynamics 365 to document interactions and keep tickets moving toward resolution.

Qualifications

• Clear spoken and written communication, including courteous responses to customers.
• Ability to recognize feedback themes and identify where a customer encountered difficulty.
• Willingness to learn a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365.

Responsibilities

• Review incoming questions in a support platform such as Zendesk, checking earlier messages and open tickets before responding to avoid repeating completed steps.
• Confirm the customer's question, relevant service details, and desired outcome using approved verification steps.
• Explain product features and service options using clear language for the customer.
• Record conversation summaries, customer preferences, and next steps in a CRM.
• Guide customers through standard service steps and confirm understanding of information provided.
• Escalate unresolved questions to the team lead with a concise summary of actions taken.
• Follow up on open tickets and coordinate with product support colleagues for updates.

Skills

Clear communication

Ability to recognize feedback themes

Remote work readiness

Availability for 40-hour week

Education

High school diploma or equivalent

Tools

Zendesk

Microsoft Dynamics 365

Job description

Talentoma is seeking a Customer Experience Representative to join our fully remote team. You will handle calls, emails, and tickets, providing clear product information and guiding customers through options and next steps from Pennsylvania-based operations.

The role requires a 40-hour weekly commitment with variable shifts and strong written and spoken communication. You will use Zendesk and Microsoft Dynamics 365 to document interactions and keep tickets moving toward resolution.