Remote Customer Support Specialist: CRM & Case Routing

DrBalcony; United States; Remote; USD 40,000 - 58,000; Full time

Job summary

DrBalcony is seeking a detail-oriented Customer Support Specialist to be the main contact for clients in a fully remote role, handling inbound and outbound communications, resolving issues, and routing requests to the right teams.

You will manage cases in Salesforce, provide status updates, escalate when needed, and collaborate with Sales, Scheduling, and Design teams to ensure a positive customer experience.

Qualifications

• 2+ years of customer service or call center experience.
• Fluent and confident in English (verbal and written).
• Excellent phone etiquette and interpersonal skills.
• Ability to multitask and manage a high volume of calls and cases.
• Experience working in a remote environment preferred.
• Experience with CRM systems (Salesforce preferred).
• Strong problem-solving skills and attention to detail.
• Ability to remain calm and professional in high-pressure or escalated situations.
• Team-oriented with a proactive approach to supporting clients and internal teams.

Responsibilities

• Answer incoming calls and route them to the appropriate department (Sales, Scheduling, Collections, Design/Permits).
• Return missed calls and voicemails in a timely manner.
• Provide accurate inspection report status updates to clients upon request.
• Conduct invoice outreach, including outbound payment calls and escalation to collections when necessary.
• Assist clients in understanding reports when designs are not required.
• Direct clients to their Account Manager for detailed report reviews when designs are required.
• Serve as the primary point of contact for customer inquiries, complaints, and support cases.
• Resolve customer issues when possible, ensuring a high level of customer satisfaction.
• Manage and monitor cases in Salesforce, ensuring they are assigned and routed correctly.
• Actively work on customer service-related cases and follow through to resolution.
• Escalate cases appropriately when additional support or intervention is needed.

Skills

Customer service

Call center experience

Fluent English

Phone etiquette

Multitasking

Remote work experience

CRM systems

Salesforce

Problem-solving

Staying calm under pressure

Team collaboration

Tools

Salesforce

Job description

DrBalcony is seeking a detail-oriented Customer Support Specialist to be the main contact for clients in a fully remote role, handling inbound and outbound communications, resolving issues, and routing requests to the right teams.

You will manage cases in Salesforce, provide status updates, escalate when needed, and collaborate with Sales, Scheduling, and Design teams to ensure a positive customer experience.