Customer Solutions Specialist

Job Title: Customer Solutions Specialist Monthly Pay: $3,533 - $4,962 USD per month Summary: Each shift begins with the open queue: calls, emails, and chats waiting for a customer solutions response. Throughout the shift, the Customer Solutions Specialist investigates customer questions, clarifies product or service information, and guides each contact toward a clear next step. The specialist sits within the support team and works under a customer service team lead. The role partners with customers, support teammates, and internal service contacts to coordinate accurate answers and follow-through. This fully remote position is work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Job Responsibilities: Monitor incoming customer questions through calls using a contact-center phone system such as Five9, emails, chats using a live chat such as Olark, and service tickets. Review each request to understand the customer need, confirm relevant details, and determine the appropriate product or service information to provide. Use a CRM such as Zoho CRM to locate customer interaction history, update contact details, and record clear notes about actions taken. Respond to routine questions with accurate, easy-to-understand guidance that reflects available service information and established support procedures. Create, update, and organize service tickets in a support platform such as Salesforce Service Cloud so requests have complete context and ownership. Ask focused follow-up questions when information is missing, unclear, or needed to identify the most helpful customer solution. Coordinate with support teammates and internal service contacts when a request requires additional research, clarification, or a handoff. Escalate unresolved, sensitive, or time-sensitive customer concerns to the customer service team lead with a concise summary of prior actions. Follow up with customers and internal contacts until the request has an appropriate response, next step, or confirmed resolution. Maintain quality through accuracy, timely turnaround, complete notes, respectful responses, and dependable follow-up on assigned requests. Qualifications: High school diploma or equivalent. About 1-2 years of customer-facing, service support, or customer solutions experience preferred. Working knowledge of customer question handling, service ticket workflows, and product or service information review. Experience using a CRM such as Zoho CRM and a support platform such as Salesforce Service Cloud preferred. Familiarity with call, email, and chat-based customer interactions using a contact-center phone system such as Five9 and a live chat such as Olark preferred. Ability to investigate customer concerns, identify practical next steps, and communicate guidance with sound judgment. Strong written and verbal communication skills for clear, professional interactions with customers and internal service contacts. Reliable computer, high-speed internet, and quiet private workspace, with 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 Virginia, United States. Structured onboarding and training on the named customer support systems. Regular check-ins with the customer service team lead. Opportunity to build customer success, service operations, customer journey mapping, and quality assurance skills. Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities. #J-18808-Ljbffr