[Remote] Customer Service Specialist

Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Customer Service Specialist to respond to customer questions by phone, email, and live chat and help resolve service tickets. The role documents interactions, follows up on open tickets, and coordinates with support colleagues and the customer service team lead.

Responsibilities

• Monitor incoming customer questions through phone calls, emails, live chat, and service ticket queues, identifying the request, relevant details, and appropriate next step
• Verify customer details and issue context in a CRM such as Microsoft Dynamics 365 before providing guidance or updating an interaction
• Explain product or service information clearly, using approved reference materials and adapting explanations to the customer’s stated question
• Create, update, and organize service tickets in a Support platform such as Salesforce Service Cloud so the interaction history remains clear for the support team
• Handle phone conversations through a Contact-center phone system such as Genesys, recording concise notes and agreed next actions after each interaction
• Respond to real-time customer messages using a Live chat such as Zendesk, maintaining a professional tone and confirming understanding before closing a conversation
• Follow up on open service tickets when additional information, clarification, or a customer response is needed to move the matter forward
• Escalate complex, recurring, or unresolved customer concerns to the customer service team lead and appropriate internal support contacts with complete notes
• Coordinate with support team colleagues to share updates, confirm ownership of next steps, and provide consistent information across communication channels
• Meet quality expectations measured through accuracy, turnaround, complete notes, and timely follow-up on assigned customer interactions

Skills

• High school diploma or equivalent
• Knowledge of customer question handling, service ticket workflows, product or service information, and professional interaction practices
• Clear verbal and written communication skills for explaining information, asking focused questions, and documenting interaction notes
• Ability to remain composed with varied customer concerns, use sound judgment, and seek guidance when an issue requires escalation
• Ability to prioritize incoming work, track follow-up needs, and maintain accurate interaction histories across several communication channels
• Authorization to work in the United States
• About 1-2 years of related customer service experience preferred
• Familiarity with a CRM such as Microsoft Dynamics 365 and the ability to learn a Support platform such as Salesforce Service Cloud preferred
• Experience using a Contact-center phone system such as Genesys or a Live chat such as Zendesk preferred

Benefits

• Fully remote work supporting customer interactions from a home-based desk.
• Structured onboarding and training on the named systems, including a CRM such as Microsoft Dynamics 365, a Contact-center phone system such as Genesys, and a Live chat such as Zendesk.
• Regular check-ins with the customer service team lead to review questions, priorities, and development needs.
• Builds skills in service workflow coordination, product knowledge, queue management, customer interaction analysis, and service quality.
• Health coverage
• Paid leave
• A 401(k)
• Bonus opportunities
• Stipends

Company Overview