Contact Center Agent

Job Title: Contact Center Agent

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

Summary:

This role answers customer questions by phone and email and handles routine service requests. Clear answers and accurate updates help customers understand their next steps without repeating their questions. The position sits in the contact center support team and works under a customer service team lead. It works with customers, other agents, and internal service teams to resolve questions and arrange follow-up. This fully remote, desk-based position lets you work from home in South Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Take incoming calls from the assigned queue using a contact-center phone system such as Genesys, and review email requests between assigned calls.
• Confirm the customer's reason for contacting the team, ask focused questions, and check existing interaction notes before deciding the next action.
• Review customer details in a CRM such as Zoho CRM, and enter accurate updates that help the next agent understand the conversation.
• Open and update service tickets in a support platform such as Salesforce Service Cloud, recording the question, steps taken, and current status.
• Find approved product and service information in a knowledge base such as Confluence, and explain relevant instructions in clear, direct language.
• Resolve routine requests within assigned permissions, confirm that the customer understands the answer, and explain any remaining steps without making unsupported promises.
• Recognize call transfers from interactive voice response and automatic call distribution features, and use approved transfer procedures when another team must help.
• Escalate unresolved questions, repeated service problems, or requests outside assigned permissions to the customer service team lead, including a concise explanation.
• Follow up on open tickets when updates are due, contact the responsible service team, and share confirmed progress with the customer.
• Close completed tickets with a clear outcome; quality is judged through accuracy, turnaround, complete notes, appropriate transfers, and dependable follow-up.

Qualifications:

• High school diploma or equivalent; ability to read service instructions and apply them consistently during customer conversations.
• No experience required; related contact center, telephone service, or customer assistance experience preferred, including experience gained through volunteer activities.
• Willingness to complete customer service training, practice call scenarios, and use feedback to improve answers and interaction notes.
• Basic understanding of contact center technology, including call queues, interactive voice response, automatic call distribution, transfers, and agent availability settings.
• Ability to learn the named phone, CRM, support, and knowledge base systems while navigating between customer information and service instructions.
• Clear spoken and written communication, patient listening, and the ability to explain routine information without unnecessary technical terms.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and careful handling of customer information.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, with dependable attendance during assigned shifts.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role without a daily workplace commute.
• Structured onboarding and training on Genesys, Zoho CRM, Salesforce Service Cloud, and Confluence, using guided practice and service examples.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce established procedures.
• Build practical skills in customer conversations, contact center systems, accurate ticket notes, and follow-through on service requests.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.