[Hiring] Customer Care Specialist @Talentoma

Role Description

Phone calls, emails, and live chat are the ways this role connects with customers seeking clear answers and dependable assistance. The Customer Care Specialist focuses on customer questions, service concerns, and follow-through that supports customer confidence and loyalty. The role sits within the support team, works under a customer service team lead, and collaborates with colleagues who maintain product and service information. This fully remote position offers work from home in North Carolina, United States, with customer conversations and service tickets handled through shared systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Responsibilities

• Review incoming customer questions in a Support platform such as Zendesk, identify the requested assistance, and prioritize service tickets using established urgency guidelines.
• Answer customer calls through a Contact-center phone system such as Five9, clarify concerns, and explain the next steps without making unsupported commitments.
• Respond to written inquiries through email and a Live chat such as LiveChat, adapting explanations to the customer's question and level of familiarity.
• Check customer contact information and previous conversations in a CRM such as Salesforce before providing guidance, avoiding unnecessary requests for personal information.
• Consult approved product and service information to explain features, availability, and routine service procedures accurately, checking unclear details with the support team.
• Handle complaints calmly, acknowledge the customer's concern, and offer permitted service solutions while maintaining a respectful tone throughout difficult conversations.
• Record the question, checks completed, guidance provided, and outstanding actions in service tickets so another colleague can continue the conversation without repeated questions.
• Follow up on unresolved requests at agreed checkpoints, obtain updates from relevant support colleagues, and tell customers when an answer remains pending.
• Escalate unresolved or sensitive service concerns to the customer service team lead with complete notes, and confirm the outcome before closing each ticket.
• Share approved customer satisfaction surveys after resolution and flag recurring concerns; quality is judged through accuracy, turnaround, complete notes, and dependable follow-up.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of customer care or customer support experience preferred, particularly handling customer questions across multiple communication channels.
• Familiarity with service tickets, customer conversation histories, and consistent use of approved product or service information.
• Comfort learning the named customer support systems and navigating between customer conversations while keeping entries accurate and relevant.
• Clear spoken and written communication, including concise explanations, thoughtful questions, and respectful responses to frustrated customers.
• Ability to distinguish routine requests from issues requiring team lead review and explain why additional assistance is needed.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Benefits

• Fully remote work from home, with customer care responsibilities carried out through digital channels.
• Structured onboarding and training on the named systems, approved service procedures, and customer communication expectations.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and discuss progress.
• Opportunities to build customer care, complaint handling, service follow-through, and customer satisfaction survey skills through daily practice.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.