Remote Customer Solutions Specialist | Health 401(k) Bonuses

Talentoma; New Jersey; A distancia; USD 42.000 - 63.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is hiring a Customer Solutions Representative for a fully remote position based in New Jersey, United States. You will handle customer questions via calls, emails, and messages, guiding them to practical solutions with clear explanations.

The role requires a 40-hour weekly commitment, with varying shifts. You will work within the support team and escalate when needed, while documenting interactions and follow-ups for smooth handoffs.

Formación

• High school diploma or equivalent.
• No experience required; related customer-facing, telephone, or email support experience is preferred, and training supports entry-level learning.
• Willingness to learn the named customer support systems, navigate multiple screens, and enter accurate interaction notes.
• Ability to read product or service information carefully and explain relevant details without guessing or making unsupported commitments.
• Clear spoken and written communication, courteous questioning, and patience when customers need an explanation repeated or simplified.
• Authorization to work in the United States.
• Fully remote, desk-based work from home with customer conversations and team coordination handled online.

Responsabilidades

• Review incoming service tickets in a support platform such as Freshdesk, checking request details, previous replies, urgency, and any outstanding customer commitments before responding.
• Answer queued customer calls through a contact-center phone system such as Talkdesk, introduce the purpose of the conversation, and clarify the question being raised.
• Check customer contact details and relevant interaction history in a CRM such as HubSpot, following approved verification steps before discussing account-specific service information.
• Ask focused questions to understand the customer's intended outcome, distinguish separate concerns, and record a concise description that another representative can readily understand.
• Review approved product or service reference materials, explain available options in plain language, and check that the answer addresses the customer's original question.
• Respond to customer emails and messages with accurate explanations, clear next steps, and realistic expectations based on available information rather than unsupported promises.
• Record the response, customer preferences, and actions taken, and unresolved questions in the service ticket so the support team can continue without repeating work.
• Escalate unresolved questions, repeated complaints, or requests outside your authority to the customer service team lead, including relevant context and steps already attempted.
• Follow up when an answer or internal update is pending, communicate progress to the customer, and confirm whether the proposed solution addressed the concern.
• Close completed tickets with an outcome summary and review remaining handoffs before ending the shift; quality is judged by accuracy, turnaround, complete notes, and follow-up.

Conocimientos

Customer service

Communication

Willingness to learn

Remote work

Educación

High school diploma or equivalent

Herramientas

Freshdesk

HubSpot

Talkdesk

Descripción del empleo

Talentoma is hiring a Customer Solutions Representative for a fully remote position based in New Jersey, United States. You will handle customer questions via calls, emails, and messages, guiding them to practical solutions with clear explanations.

The role requires a 40-hour weekly commitment, with varying shifts. You will work within the support team and escalate when needed, while documenting interactions and follow-ups for smooth handoffs.