Customer Relations Agent

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Phone calls, emails, and live chat are how this role connects with customers and helps them find clear answers. The Customer Relations Agent handles customer questions directly, explains product or service information, and supports positive customer relations through dependable follow-through. This position sits within the support team and works under a customer service team lead. The agent works with customers, fellow agents, and internal specialists to resolve requests and maintain continuity between contacts. This is a fully remote, work from home position in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive incoming calls through a contact-center phone system such as Genesys, identify the reason for contact, and establish what help the customer needs.
• Review emails and service tickets in a support platform such as Salesforce Service Cloud, checking previous replies before taking the next action.
• Respond to online conversations through a live chat such as LiveChat, using clear language and confirming that each response addresses the customer's question.
• Check customer contact history in a CRM such as Zoho CRM, verify relevant account information, and update permitted details accurately after each interaction.
• Explain available product features, service steps, and routine account options using approved reference materials rather than making assumptions or unsupported promises.
• Ask focused questions to understand concerns, clarify missing information, and identify practical next steps within the agent's assigned responsibilities and access permissions.
• Record the request, checks performed, information provided, and next action so another support team member can continue without asking customers to repeat themselves.
• Follow up on unresolved requests when an update is due, checking with the responsible internal team and keeping customers informed about progress.
• Escalate concerns outside assigned authority or recurring service issues to the customer service team lead, including relevant context and actions already attempted.
• Close resolved tickets after confirming the outcome; work quality is judged by accuracy, turnaround, complete notes, and consistent follow-up on outstanding requests.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer relations, telephone support, or online service experience preferred, with willingness to learn established procedures through guided practice.
• Basic understanding of customer inquiries, service tickets, product or service information, and the importance of maintaining useful contact histories.
• Comfortable learning CRM, support platform, live chat, and contact-center phone system workflows while moving between customer conversations and reference materials.
• Clear spoken and written communication, including the ability to explain unfamiliar steps, ask relevant questions, and check understanding without unnecessary technical language.
• Ability to stay courteous during difficult conversations, recognize when help is needed, and use feedback to improve future customer interactions.
• A reliable computer, high-speed internet, and quiet private workspace suitable for handling customer conversations and viewing account information discreetly.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage periods.
• Authorization to work in the United States.
• Fully remote work from home in Michigan, without commuting for routine desk-based responsibilities.
• Structured onboarding and training on the named systems, customer conversation standards, and escalation procedures.
• Regular check-ins with the customer service team lead for feedback, questions, and development guidance.
• Opportunities to build customer relations, ticket handling, account navigation, and clear service communication skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.