Contact Center Specialist

Job Title: Contact Center Specialist

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

Summary:

This role answers customer questions by phone and email and coordinates requested appointments. It sits within the contact center team and works under a customer service team lead. The specialist works with customers, the support team, and scheduling contacts to provide clear answers and keep requests moving. This is a fully remote, desk-based position offering 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:

• Receive incoming calls through a contact-center phone system such as Genesys, and review customer emails and service tickets in the assigned queue.
• Confirm the reason for each contact, check relevant customer details, and ask focused questions before selecting the appropriate next step for the request.
• Review previous interactions in a CRM such as HubSpot so customers receive consistent answers without having to repeat information already provided to the team.
• Find current product and service information in a knowledge base such as Guru, and explain available options using clear language without unsupported promises.
• Open and update service tickets in a support platform such as Zendesk, recording the question, checks completed, action taken, and any outstanding steps.
• Coordinate requested appointments through a scheduling and calendar tool such as Calendly, checking available slots and confirming the purpose and arrangements with customers.
• Resolve routine service questions within assigned guidance, and send complex or unresolved concerns to the customer service team lead with relevant context.
• Follow up on open requests when updates are due, contact the responsible support team member, and explain progress or next steps to customers.
• Confirm that the customer understands the outcome before closing a request, and leave clear notes for any colleague who may handle a later contact.
• Meet quality expectations for answer accuracy, turnaround, complete notes, and timely follow-up; review feedback and complete assigned refreshers through a learning management system such as TalentLMS.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of contact center, customer service, or related phone support experience preferred, including handling questions and maintaining clear interaction notes.
• Understanding of customer-focused service, customer relationship building, and routine service request steps, from the initial question through follow-up and closure.
• Familiarity with customer service management practices and the use of phone queues, CRM tools, support platforms, and searchable knowledge resources.
• Ability to explain product or service information clearly by phone and email, listen carefully, and adapt explanations to the customer's question.
• Ability to verify details, distinguish routine requests from issues needing review, and keep appointment information and service notes accurate.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, with dependable attendance and clear handoffs.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home within South Carolina, with duties completed through phone and online systems.
• Structured onboarding and training on the named phone, CRM, support, scheduling, knowledge, and learning systems, with guided practice before independent work.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify priorities.
• Build practical skills in customer communication, service coordination, appointment accuracy, and handling requests through completion.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.