Contact Center Assistant

Monthly Pay: $3,533 - $4,962 USD per month Summary: This role provides administrative support for customer questions received by phone and email. It helps the contact center keep messages, service tickets, and follow-up requests accurate so customers reach the right support. This fully remote position allows you to work from home in Pennsylvania, United States. It sits within the customer support team, works under a customer service team lead, and coordinates with customers, service representatives, and scheduling staff. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Job Responsibilities: Review incoming calls, emails, and assigned service tickets to identify the customer's question, requested assistance, and any earlier contact about the same issue. Use a Contact-center phone system such as Genesys to answer routine inquiries, take clear messages, and transfer calls to the appropriate support representative. Check customer contact information and existing interaction notes in a CRM such as Microsoft Dynamics 365 before adding updates or arranging follow-up. Create and update service tickets using a Support platform such as Salesforce Service Cloud, recording the request, actions taken, and responsible team. Answer straightforward questions using approved product or service information. Refer questions outside established guidance to a service representative rather than guessing an answer. Organize callback requests and appointment inquiries, confirm the customer's stated availability, and pass complete details to scheduling staff for confirmation of the next steps. Send approved email responses and appointment reminders, checking names, contact details, and the requested action before sending each message to the customer. Monitor assigned open requests and follow up when a promised update is due, recording each contact attempt and any response received from the customer. Escalate unresolved questions, repeated contact attempts, or unclear instructions to the customer service team lead with a concise summary of the issue and previous actions. Check completed work for accuracy, timely turnaround, complete notes, correct transfers, and finished follow-up before closing assigned requests or handing them to another representative. Qualifications: High school diploma or equivalent. No experience required; related contact center, telephone support, or customer-facing administrative experience preferred. Basic understanding of how customer inquiries move from initial contact through routing, follow-up, and closure. Familiarity with customer service systems, phone queues, customer profiles, and service tickets preferred; training supports learning the example systems described above. Clear spoken and written communication for taking messages, explaining routine information, and preparing brief handoff notes. Ability to check details, distinguish completed actions from pending requests, and follow written instructions without making unsupported commitments. Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and desk-based work. Availability for the 40-hour weekly commitment and agreed working days and shift times. Authorization to work in the United States. Fully remote work from home in Pennsylvania, with daily duties completed through phone and online systems. Structured onboarding and training on the example phone, CRM, and support systems named above, including practice with routine customer requests. Regular check-ins with the team lead to review questions, discuss feedback, and reinforce clear working procedures. Build practical skills in telephone support, call transfers, email handling, customer service systems, and accurate interaction notes. Health coverage, paid leave, a 401(k), bonus opportunities, and stipends. #J-18808-Ljbffr Talentoma