Customer Service Specialist

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

Summary:

Phone calls, emails, and live chat are the three ways this role connects with customers. The Customer Service Specialist responds directly to customer questions, explains product or service information, and helps move service tickets toward clear outcomes, making each interaction easier to understand and resolve. This position sits on the customer service team and works under a customer service team lead while partnering with customers and support team colleagues. This fully remote, work from home position is based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming customer questions through phone calls, emails, live chat, and service ticket queues, identifying the request, relevant details, and appropriate next step.
• Verify customer details and issue context in a CRM such as Microsoft Dynamics 365 before providing guidance or updating an interaction.
• Explain product or service information clearly, using approved reference materials and adapting explanations to the customer’s stated question.
• Create, update, and organize service tickets in a Support platform such as Salesforce Service Cloud so the interaction history remains clear for the support team.
• Handle phone conversations through a Contact-center phone system such as Genesys, recording concise notes and agreed next actions after each interaction.
• Respond to real-time customer messages using a Live chat such as Zendesk, maintaining a professional tone and confirming understanding before closing a conversation.
• Follow up on open service tickets when additional information, clarification, or a customer response is needed to move the matter forward.
• Escalate complex, recurring, or unresolved customer concerns to the customer service team lead and appropriate internal support contacts with complete notes.
• Coordinate with support team colleagues to share updates, confirm ownership of next steps, and provide consistent information across communication channels.
• Meet quality expectations measured through accuracy, turnaround, complete notes, and timely follow-up on assigned customer interactions.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of related customer service experience preferred.
• Knowledge of customer question handling, service ticket workflows, product or service information, and professional interaction practices.
• Familiarity with a CRM such as Microsoft Dynamics 365 and the ability to learn a Support platform such as Salesforce Service Cloud preferred.
• Experience using a Contact-center phone system such as Genesys or a Live chat such as Zendesk preferred.
• Clear verbal and written communication skills for explaining information, asking focused questions, and documenting interaction notes.
• Ability to remain composed with varied customer concerns, use sound judgment, and seek guidance when an issue requires escalation.
• Ability to prioritize incoming work, track follow-up needs, and maintain accurate interaction histories across several communication channels.
• Reliable computer, high-speed internet, quiet private workspace, and availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting customer interactions from a home-based desk.
• Structured onboarding and training on the named systems, including a CRM such as Microsoft Dynamics 365, a Contact-center phone system such as Genesys, and a Live chat such as Zendesk.
• Regular check-ins with the customer service team lead to review questions, priorities, and development needs.
• Builds skills in service workflow coordination, product knowledge, queue management, customer interaction analysis, and service quality.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.