Call Center Representative

Job Description

Job Description

Job Title: Call Center Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Phone calls and emails are the main ways this call center role connects with customers who need clear answers and dependable follow-through. The representative explains service information, clarifies customer questions, and helps requests reach the right support contact without unnecessary repetition. The role sits within the customer support team, works under a customer service team lead, and collaborates with other representatives and service specialists. This is a fully remote, desk-based opportunity to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Answer incoming calls through a Contact-center phone system such as Talkdesk, introduce the service clearly, and establish the reason for each contact.
• Review customer emails and assigned service tickets in a Support platform such as Freshdesk, identifying questions that need a response or further investigation.
• Confirm relevant customer account information using approved verification steps before discussing account-specific service details or making permitted updates.
• Ask focused questions, listen without interrupting, and restate the request so customers can confirm that their concern has been understood.
• Explain product or service information using approved reference materials, keeping answers clear and avoiding promises beyond the available guidance.
• Record contact reasons, information provided, and next steps in a CRM such as Salesforce so other representatives can continue the conversation accurately.
• Make requested return calls and send follow-up emails when an answer becomes available, recording completed contact attempts and any remaining questions.
• Route unresolved service questions to the appropriate service specialist and escalate difficult interactions or unclear instructions to the customer service team lead.
• Keep customers informed about pending requests, confirm whether their original question has been answered, and close tickets when the required steps are complete.
• Maintain quality through accurate answers, timely responses, complete notes, and consistent follow-up; review feedback with the team lead and apply corrections.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience answering customer questions by phone or email is preferred, including experience gained through volunteer or school activities.
• Ability to learn service information, follow written procedures, and recognize when a customer question needs help from a more experienced colleague.
• Clear spoken communication and professional writing skills, with the ability to explain next steps in straightforward language and check understanding.
• Comfortable navigating customer account screens, phone queues, and service tickets while entering concise notes during or immediately after a conversation.
• Basic understanding of respectful call handling, customer privacy practices, and careful verification of information before updating an account.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer calls and concentrating on screen-based tasks.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named example systems, Talkdesk, Freshdesk, and Salesforce, alongside service procedures and guided call practice.
• Regular check-ins with the customer service team lead to discuss questions, review feedback, and reinforce effective call handling.
• Opportunities to build call control, service knowledge, customer communication, and accurate ticket follow-up skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.