Inbound Call Representative

Job Title: Inbound Call Representative

Monthly Pay: $4,291 - $5,877 USD per month

Summary:

Each shift begins with the inbound calls queue, where customers need clear answers and a helpful next step. This contract role communicates product and service information, explains available options, and keeps customer requests moving toward resolution. The representative sits within the customer support team, works under a customer service team lead, and coordinates with colleagues handling escalated questions. The position is fully remote, allowing you to work from home in Washington, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Start each shift by reviewing queue notices, service updates, and outstanding callbacks so customers receive current information rather than outdated answers.
• Receive inbound calls through a Contact-center phone system such as Talkdesk, using automatic call distribution and checking the caller's stated reason for contacting support.
• Review interactive voice response selections, confirm the customer's question, and ask focused questions to understand the request without making assumptions about the answer.
• Use computer telephony integration features to locate the relevant customer profile in a CRM such as Zoho CRM and verify existing contact information.
• Explain approved product or service information in plain language, check customer understanding, and avoid promising outcomes that require another team's review or approval.
• Create service tickets in a Support platform such as Zendesk, recording the request, information provided, actions taken, and any outstanding next steps.
• Apply call routing instructions when another support colleague should respond, explaining the transfer and sharing enough context to prevent unnecessary repetition for customers.
• Escalate unresolved questions, repeated service difficulties, or uncertain answers to the customer service team lead, noting why additional guidance is needed before proceeding.
• Complete promised follow-up calls, update ticket progress, and confirm whether the customer needs further assistance before marking the request resolved or handing it over.
• Review call recordings, call tracking information, customer feedback, and customer satisfaction measurements with the team lead; quality is judged through accuracy, turnaround, complete notes, and completed follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience communicating with customers by telephone or supporting an inbound call queue is preferred.
• Ability to learn basic product and service information and find approved answers without guessing or adding unsupported details.
• Familiarity with call logging, call routing, and telephone menus, or willingness to learn these tasks through guided practice.
• Ability to learn contact center technology and customer service software, including the named phone, CRM, and support systems, while keeping customer profiles and ticket notes accurate.
• Clear spoken communication, patient listening, and concise writing for customer conversations, internal handoffs, and follow-up notes.
• Ability to remain courteous during difficult conversations, recognize unanswered questions, and ask the team lead for help when needed.
• A 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.

Perks & Benefits:

• Fully remote work with daily responsibilities completed from your home workspace.
• Structured onboarding and training on Talkdesk, Zoho CRM, and Zendesk, including guided practice with common customer questions.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify escalation decisions.
• Build practical skills in telephone communication, accurate call logging, customer follow-up, and organized ticket handoffs.
• Benefits include health coverage, paid leave, maternity leave, bonus opportunities, and stipends.