Call Handling Specialist

Monthly Pay: $3,630 - $4,962 USD per month Summary: This role handles customer calls, answers service questions, and directs requests to the right contact. It sits within the customer support team and works under a customer service team lead. The specialist works with customers, support colleagues, and scheduling staff to keep requests moving without unnecessary transfers. This is a fully remote position offering work from home in Arizona, 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, review available caller information, and establish the reason for contact. Ask focused questions to understand each request, confirm relevant contact details, and identify what the customer needs before taking action. Explain product or service information using approved reference materials, keeping answers clear and checking that the customer understands the next step. Enter call summaries, contact updates, and agreed actions in a CRM such as Zoho CRM so colleagues can continue the conversation accurately. Open and update service tickets in a Support platform such as Zendesk when requests need investigation or assistance beyond the initial call. Connect callers with the appropriate support contact, explain the reason for transfer, and share useful context to reduce repeated questions. Pass appointment requests to scheduling staff with the customer's stated needs and contact preferences, without promising unconfirmed availability or appointment times. Make follow-up calls when an update is due, review outstanding actions, and confirm whether the customer's original question has been answered. Escalate unresolved requests, repeated service concerns, or difficult conversations to the customer service team lead with clear notes and relevant background. Meet quality expectations for accurate answers, timely handling, complete notes, appropriate call control, and completed follow-up; apply feedback from reviewed calls. Qualifications: High school diploma or equivalent. About 1-2 years of call handling, contact center, or related customer support experience preferred, particularly with inbound questions and follow-up calls. Understanding of first call resolution, customer needs analysis, and appropriate transfers, including recognizing when a request requires a different support contact. Familiarity with a Contact-center phone system such as Genesys and basic queue navigation, hold procedures, transfers, and call status updates. Ability to maintain clear customer histories using a CRM such as Zoho CRM and track requests through a Support platform such as Zendesk. Clear spoken and written communication, with the ability to build rapport, explain next steps, and use calm de-escalation during difficult conversations. Ability to follow reference materials, distinguish confirmed information from assumptions, and keep customer details private during calls and follow-up work. A reliable computer, high-speed internet, and quiet private workspace; 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 Arizona, with all duties handled through phone and online systems. Structured onboarding and training on a Contact-center phone system such as Genesys, a CRM such as Zoho CRM, and a Support platform such as Zendesk. Regular check-ins with the customer service team lead to review questions, discuss call feedback, and clarify handling expectations. Opportunities to strengthen first call resolution, call control, customer relationship building, and practical de-escalation skills through daily customer conversations. Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities. #J-18808-Ljbffr