[Hiring] Customer Service Agent @Talentoma

Role Description

This role answers customer questions by phone, email, and chat. It helps customers understand products and services, resolve routine issues, and receive clear next steps. The position sits within the support team and works under a customer service team lead. You work with customers, other agents, and internal specialists to move service tickets toward resolution. This is a fully remote, work from home position in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Accept incoming calls, emails, and chat requests from the service queue, identify the customer's question, and confirm the assistance needed before taking action.
• Check relevant account details and previous interactions in a CRM such as Microsoft Dynamics 365, using approved verification steps before discussing account information.
• Create and update service tickets in a support platform such as Salesforce Service Cloud, recording the issue, checks completed, actions taken, and next steps.
• Answer product and service questions using approved reference materials, explaining available features, service instructions, and routine account options in clear, direct language.
• Handle customer calls through a contact-center phone system such as Genesys, using approved call procedures and confirming understanding before ending each conversation.
• Resolve routine access and service questions within assigned authority, checking that the proposed steps match the customer's situation and the available guidance.
• Follow up on open tickets when updates are due, contact customers for missing details, and explain progress without promising an unsupported resolution time.
• Escalate unresolved or unusual issues to the customer service team lead or appropriate internal specialist, including a concise summary and completed troubleshooting steps.
• Confirm whether the customer's question has been answered, record the outcome, and close resolved tickets or leave clear ownership for remaining work.
• Meet quality expectations for answer accuracy, turnaround, complete notes, and timely follow-up, and use feedback from reviewed interactions to improve future responses.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer service experience in a phone, email, or online support setting is preferred.
• Basic understanding of customer questions, service tickets, account verification, and the importance of accurate product and service information.
• Comfort learning CRM, support platform, and contact-center phone system workflows, including searching existing interactions and updating ticket status.
• Clear spoken and written communication, with the ability to explain instructions simply and ask focused questions when details are unclear.
• Ability to remain courteous during difficult conversations, follow approved guidance, and recognize when an issue needs additional support.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and handling account information carefully.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, with dependable attendance during assigned service hours.
• Authorization to work in the United States.

Benefits

• Fully remote work from home in Georgia, with daily responsibilities completed through online systems and customer communication channels.
• Structured onboarding and training on the named CRM, support platform, and contact-center phone system, with guided practice in routine customer service workflows.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and clarify service expectations.
• Practical development of customer communication, ticket handling, issue resolution, and accurate account note-taking skills through daily support work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.