Call Center Agent

Job Title: Call Center Agent

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

Summary:

Phone calls and emails are how this call center role connects customers with clear answers and practical next steps. You handle incoming questions directly, helping customers understand service information while keeping accurate notes for continued support. The position sits within the customer support team and works under a customer service team lead. You work with customers, fellow agents, and service specialists to resolve routine requests and route questions needing additional review. This fully remote position lets you work from home in Michigan, 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 Talkdesk, following queue prompts and opening each conversation with a clear, professional greeting.
• Review the customer's question, confirm relevant service details, and locate earlier interactions in a CRM such as Zoho CRM before proceeding.
• Listen carefully, ask focused questions, and use approved reference material to explain service information in straightforward language without making unsupported promises.
• Open and update service tickets in a Support platform such as Zendesk, recording the request, actions taken, and any remaining questions.
• Use automatic call distribution prompts and computer telephony integration features to connect incoming conversations with the appropriate customer interaction screen.
• Complete call logging and select an accurate call disposition so the support team can understand outcomes without asking customers to repeat themselves.
• Apply call routing instructions when transferring customers to service specialists, explaining the reason and sharing a concise summary before handing over.
• Handle customer follow-up by sending clear emails when answers require additional checking, and revisit open tickets according to the team's established process.
• Support complaint resolution within approved guidance; escalate unresolved questions or requests outside your authority to the customer service team lead with complete supporting notes.
• Meet call quality expectations through accurate answers, appropriate turnaround, complete notes, professional telephone reception, and dependable follow-up through resolution or an accepted handoff.

Qualifications:

• High school diploma or equivalent.
• No experience required; related call center, telephone reception, or customer-facing experience preferred.
• Clear spoken communication and the ability to write concise customer emails and useful interaction notes.
• Ability to listen patiently, clarify a caller's question, and maintain a respectful tone during difficult conversations.
• Basic understanding of call center administration tasks, including call routing, interaction notes, and accurate outcome selection.
• Willingness to learn the named phone, CRM, and support systems through guided practice and feedback.
• Ability to compare service information carefully, follow established instructions, and recognize when a question needs escalation.
• A reliable computer, high-speed internet, and a quiet private workspace; 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 from a home workspace, with customer interactions handled through desk-based phone and email channels.
• Structured onboarding and training on the named systems, including guided practice with routine customer questions and ticket updates.
• Regular check-ins with the team lead to review questions, discuss quality feedback, and reinforce effective call handling.
• Opportunities to build telephone reception, complaint resolution, customer follow-up, and clear customer communication skills through daily practice.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.