Remote Customer Support Agent | CRM & Service Cloud

Talentoma; Virginia; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Job summary

Talentoma is seeking a Call Center Agent to handle inquiries via phone, email, and live chat, delivering clear product information and resolving routine service needs. This fully remote role is based in Virginia, USA, with a 40-hour workweek and variable shifts.

You will work on the customer service team under a team lead, using Aircall, Microsoft Dynamics 365, and Salesforce Service Cloud to manage interactions, notes, and tickets, and to follow up for timely updates.

Qualifications

• High school diploma or equivalent; entry-level welcome.
• Ability to navigate Aircall and maintain organized conversations.
• Comfortable entering accurate notes in Dynamics 365 and Salesforce.

Responsibilities

• Receive customer questions through assigned phone, email, and live chat queues, opening each interaction with a professional and helpful approach.
• Use a contact-center phone system such as Aircall to answer calls, review call details, and direct conversations toward clear next steps.
• Confirm customer contact details, understand the reason for the inquiry, and enter accurate interaction notes in a CRM such as Microsoft Dynamics 365.
• Explain available product or service information using approved resources, clear language, and information tailored to the customer question.
• Create and update service tickets in a support platform such as Salesforce Service Cloud, including the request summary, actions taken, and needed follow-up.
• Assist customers with routine appointment requests by confirming available options and communicating scheduling details through approved channels.
• Research unresolved questions using internal guidance, prior interaction notes, and available service information before providing an update.
• Follow up with customers when additional information, confirmation, or a status update is needed to complete a request.
• Escalate complex, urgent, or unresolved concerns to a customer service team lead with complete notes and a concise explanation of the issue.
• Meet quality expectations measured by accuracy, turnaround, complete notes, professional communication, and timely follow-up.

Skills

Phone system navigation

CRM Dynamics 365

Salesforce Service Cloud

Clear communication

Remote work setup

Attention to detail

Education

High school diploma or equivalent

Tools

Aircall

Microsoft Dynamics 365

Salesforce Service Cloud

Job description

Talentoma is seeking a Call Center Agent to handle inquiries via phone, email, and live chat, delivering clear product information and resolving routine service needs. This fully remote role is based in Virginia, USA, with a 40-hour workweek and variable shifts.

You will work on the customer service team under a team lead, using Aircall, Microsoft Dynamics 365, and Salesforce Service Cloud to manage interactions, notes, and tickets, and to follow up for timely updates.