[Remote] Customer Service Associate

Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a temporary Customer Service Associate to provide direct customer assistance and dependable resolutions. The role handles customer questions, documents and follows up on requests, and routes unresolved issues to a team lead. Work is fully remote from Washington, DC.

Responsibilities

• Receive customer questions through a shared queue, incoming calls, emails, and service tickets, then identify the reason for each contact
• Verify available account details, prior interactions, and product or service information before providing a clear, appropriate response
• Answer routine questions directly using approved resources, explaining next steps in straightforward and respectful language
• Create and update service tickets in a support platform such as Freshdesk, capturing the customer concern, actions taken, and outcome
• Record interaction details in a CRM such as Salesforce so teammates can understand the current status and previous contact history
• Use a contact-center phone system such as Talkdesk to manage assigned calls, document call results, and return messages when follow-up is needed
• Follow up with customers when additional information, clarification, or a promised update is required to move a request forward
• Route unresolved, unusual, or sensitive service questions to a customer service team lead with complete notes and relevant interaction history
• Coordinate with support teammates to confirm accurate answers, share helpful updates, and prevent duplicate outreach on open requests
• Close completed tickets after confirming the response is recorded and the customer has been given the appropriate next step
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and reliable follow-up on assigned requests

Skills

• High school diploma or equivalent
• Ability to read customer messages carefully, identify the main request, and provide clear written responses
• Ability to communicate professionally by phone and email while maintaining a helpful, respectful approach
• Ability to maintain accurate interaction notes and organize several assigned requests through completion
• Authorization to work in the United States
• Related customer-facing or office support experience
• Familiarity with handling customer questions, service tickets, product or service information, and follow-up tasks
• Comfortable learning a support platform such as Freshdesk, a CRM such as Salesforce, and a contact-center phone system such as Talkdesk

Benefits

• Fully remote work supporting customers from a dedicated home workspace.
• Structured onboarding and training on Freshdesk, Salesforce, Talkdesk, service workflows, and response resources.
• Regular check-ins with the customer service team lead for guidance, feedback, and workflow support.
• Opportunities to build skills in customer communication, service ticket handling, product knowledge, and follow-up coordination.
• Health coverage.
• Paid leave.
• A 401(k).
• Bonus opportunities.
• Stipends.

Company Overview