Remote Customer Relations Agent – Michigan Support Pro

Talentoma; Michigan; 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 Relations Agent to connect with customers via phone, email, and live chat, providing clear product information and ensuring follow-through to maintain strong customer relations. This fully remote role operates from Michigan, USA, with a 40-hour weekly commitment and variable shift times.

You will collaborate with customers, fellow agents, and internal specialists to resolve requests, escalate when needed, and ensure continuity across contacts.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer relations, telephone support, or online service experience preferred, with willingness to learn established procedures through guided practice.
• Basic understanding of customer inquiries, service tickets, product or service information, and the importance of maintaining useful contact histories.
• Comfortable learning CRM, support platform, live chat, and contact-center phone system workflows while moving between customer conversations and reference materials.
• Clear spoken and written communication, including the ability to explain unfamiliar steps, ask relevant questions, and check understanding without unnecessary technical language.
• Ability to stay courteous during difficult conversations, recognize when help is needed, and use feedback to improve future customer interactions.
• A reliable computer, high-speed internet, and quiet private workspace suitable for handling customer conversations and viewing account information discreetly.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage periods.
• Authorization to work in the United States.
• Fully remote work from home in Michigan, without commuting for routine desk-based responsibilities.
• Structured onboarding and training on the named systems, customer conversation standards, and escalation procedures.
• Regular check-ins with the customer service team lead for feedback, questions, and development guidance.
• Opportunities to build customer relations, ticket handling, account navigation, and clear service communication skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.

Responsibilities

• Receive incoming calls through a contact-center phone system such as Genesys, identify the reason for contact, and establish what help the customer needs.
• Review emails and service tickets in a support platform such as Salesforce Service Cloud, checking previous replies before taking the next action.
• Respond to online conversations through a live chat such as LiveChat, using clear language and confirming that each response addresses the customer's question.
• Check customer contact history in a CRM such as Zoho CRM, verify relevant account information, and update permitted details accurately after each interaction.
• Explain available product features, service steps, and routine account options using approved reference materials rather than making assumptions or unsupported promises.
• Ask focused questions to understand concerns, clarify missing information, and identify practical next steps within the agent's assigned responsibilities and access permissions.
• Record the request, checks performed, information provided, and next action so another support team member can continue without asking customers to repeat themselves.
• Follow up on unresolved requests when an update is due, checking with the responsible internal team and keeping customers informed about progress.
• Escalate concerns outside assigned authority or recurring service issues to the customer service team lead, including relevant context and actions already attempted.
• Close resolved tickets after confirming the outcome; work quality is judged by accuracy, turnaround, complete notes, and consistent follow-up on outstanding requests.

Job description

Talentoma is seeking a Customer Relations Agent to connect with customers via phone, email, and live chat, providing clear product information and ensuring follow-through to maintain strong customer relations. This fully remote role operates from Michigan, USA, with a 40-hour weekly commitment and variable shift times.

You will collaborate with customers, fellow agents, and internal specialists to resolve requests, escalate when needed, and ensure continuity across contacts.