Call Handling Representative

Job Title: Call Handling Representative

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

Summary:

This role answers customer questions by phone and routes requests to the right support contact. Clear answers and accurate call notes help customers receive consistent service without repeating their requests. The position sits within the customer service team and works under a customer service team lead. It works with customers, support representatives, and internal service contacts to resolve routine questions and arrange follow-up. This is a fully remote, work from home position in North 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 Five9, greet callers clearly, and establish the reason for each call.
• Use approved verification steps before discussing an existing service request, and check the caller's contact information against the available customer profile.
• Review customer history in a CRM such as Salesforce to understand earlier conversations, open requests, and any follow-up already assigned to another representative.
• Answer routine questions using approved product or service information, explain available next steps, and check that the customer understands the response.
• Create and update service tickets in a support platform such as Freshdesk, recording the request, information checked, response given, and remaining actions.
• Route calls to the correct team when specialist assistance is needed, explain the transfer, and share relevant notes to avoid unnecessary repetition.
• Make agreed return calls about open requests, check for updates before calling, and record unsuccessful contact attempts with the next action needed.
• Escalate unresolved questions, repeated service concerns, or unclear instructions to the customer service team lead with a concise account of the situation.
• Follow automatic call distribution and interactive voice response routing procedures, report connection problems, and keep call status accurate throughout the assigned shift.
• Maintain quality through accurate answers, appropriate turnaround, complete notes, and timely follow-up; review call feedback with the team lead and apply corrections.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience answering customer calls, handling telephone reception, or supporting a service team is preferred.
• Ability to understand routine customer questions, locate approved information, and explain the next step without making unsupported promises.
• Familiarity with customer profiles, service tickets, call logging, and call routing is preferred; introductory system training is provided.
• Clear spoken communication, professional telephone manners, and concise writing for customer notes, internal handoffs, and follow-up messages.
• Ability to listen while navigating computer screens, confirm details, and keep each customer's request separate and accurate.
• Basic understanding of internet-based phone connections and willingness to report audio issues using the team's troubleshooting instructions.
• A reliable computer, high-speed internet, and 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 home in North Carolina, with daily responsibilities completed through phone and computer-based systems.
• Structured onboarding and training on the example systems named above, approved service information, call routing, and ticket workflows.
• Regular check-ins with the customer service team lead to review questions, call feedback, and progress through routine responsibilities.
• Opportunities to build telephone reception, call logging, customer follow-up, and clear handoff skills through practical daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.