Remote Inbound Support & Scheduling Specialist

Sales Match; Virginia Beach (VA); À distance; USD 39 000 - 55 000; Plein temps

Avantages offerts par ce poste

Fully remote

Health coverage

401(k)

Bonus opportunities

Stipends

Résumé du poste

Sales Match is seeking an Inbound Call Specialist to handle customer inquiries and scheduling from a fully remote home office in Virginia, United States. The role supports the customer service team lead, handles calls via Five9, and uses CRM tools to verify details, ensuring accurate notes and timely handoffs.

Candidates should have 1–2 years in inbound call handling or scheduling, strong communication, and the ability to navigate CRM and scheduling tools.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of inbound call handling, customer support, or appointment scheduling experience preferred.
• Familiarity with call routing, queue status, hold procedures, and professional transfers that preserve the caller's context.
• Ability to navigate phone, CRM, support, and scheduling tools while keeping customer information accurate and relevant.
• Clear spoken communication, attentive listening, and concise written notes that colleagues can understand without repeating the customer's questions.
• Sound judgment when using approved service information, recognizing unresolved issues, and requesting guidance instead of guessing.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for focused calls and responsible handling of customer information.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsabilités

• Review queue status, service updates, and unfinished follow-ups at the start of each shift to prepare for incoming calls and outstanding customer questions.
• Answer inbound calls through a contact-center phone system such as Five9, introduce the service clearly, and establish the reason for each call.
• Confirm relevant customer contact information and service details using a CRM such as Microsoft Dynamics 365, checking existing notes before making updates.
• Ask focused questions to understand the request, distinguish routine inquiries from unresolved issues, and identify the appropriate next action without making unsupported promises.
• Explain available service information using approved reference materials, checking understanding and summarizing practical next steps before moving toward resolution.
• Arrange requested service appointments using a scheduling and calendar tool such as Calendly, confirming availability, contact preferences, and appointment details with the caller.
• Create or update service tickets using a support platform such as Zendesk, recording the question, actions taken, current status, and follow-up owner.
• Route complex service issues to the appropriate support specialist and escape repeated concerns or unclear instructions to the customer service team lead.
• Follow up when an answer remains outstanding, check progress with the assigned colleague, and keep customers informed through the agreed contact method.
• Close completed interactions with clear notes and review remaining handoffs before shift end; quality is judged through accuracy, turnaround, complete notes, and follow-up.]

Connaissances

Clear communication

Active listening

Written notes

Problem solving

Formation

High school diploma or equivalent

Outils

Five9

Microsoft Dynamics 365

Calendly

Zendesk

Description du poste

Sales Match is seeking an Inbound Call Specialist to handle customer inquiries and scheduling from a fully remote home office in Virginia, United States. The role supports the customer service team lead, handles calls via Five9, and uses CRM tools to verify details, ensuring accurate notes and timely handoffs.

Candidates should have 1–2 years in inbound call handling or scheduling, strong communication, and the ability to navigate CRM and scheduling tools.