[Hiring] Customer Solutions Representative @Talentoma

Role Description

A customer question arrives, gets checked, answered, recorded, and closed with clear notes so the next interaction starts with useful context. This contract position communicates practical customer solutions, helping people understand product or service information and the next steps for resolving their questions. The role sits within the support team, works under a customer service team lead, and collaborates with customers and internal service contacts. This is a fully remote, desk-based opportunity to work from home in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through incoming calls, emails, and service tickets, reviewing each request before choosing the next action or asking clarifying questions.
• Check the customer's stated concern, relevant account information, and previous interactions to understand what has happened and avoid asking customers to repeat themselves.
• Review product or service information and approved reference materials to provide accurate explanations, practical options, and clear expectations without making unsupported promises.
• Manage incoming service tickets using a support platform such as Salesforce Service Cloud, keeping request categories, progress updates, and ownership current throughout the interaction.
• Record relevant customer details and interaction summaries using a CRM such as Zoho CRM, ensuring entries distinguish confirmed information from outstanding questions.
• Handle customer calls through a contact-center phone system such as Five9, listening carefully, confirming understanding, and explaining next steps in straightforward language.
• Coordinate with internal service contacts when a request needs additional information, sharing the customer question, completed checks, and the specific answer needed.
• Follow up when an answer is pending or a promised update is due, and escalate unresolved or sensitive service concerns to the customer service team lead.
• Confirm that the customer understands the response, record the outcome and remaining actions, and close completed requests according to team procedures.
• Maintain quality through accurate answers, timely turnaround, complete notes, and dependable follow-up, using feedback from ticket reviews to improve future customer interactions.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience answering customer questions, handling service requests, or supporting customers through phone or email interactions is preferred.
• Basic understanding of customer support practices, including clarifying questions, checking reference information, setting expectations, and recognizing when another team member should assist.
• Familiarity with customer support platforms, CRM tools, and contact-center phone systems is preferred, with willingness to learn the named example systems during training.
• Clear spoken and written communication, including the ability to explain product or service information in language customers can readily understand.
• Patient listening and a respectful approach to frustrated customers, with sound judgment about when to seek guidance rather than guess.
• Ability to organize open requests, write useful interaction notes, and follow established procedures while moving between customer conversations and service tickets.
• A reliable computer, high-speed internet, and quiet private workspace; 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 in Ohio, with responsibilities completed through desk-based customer support activities.
• Structured onboarding and training on the named example systems, customer support procedures, reference materials, and escalation steps.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen service practices.
• Opportunities to build customer communication, ticket handling, service coordination, and practical customer solutions skills through daily work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.