Billing, Customer Relations, Customer Support/Service, Dental Insurance, Detail Oriented, Employee Assistance Plan, English Language, Establish Priorities, Help Desk, Identify Issues, Messaging Middleware, Multitasking, Office Equipment, Onboarding, Organizational Skills, Problem Solving Skills, Team Lead/Manager, Time Management, Training Program, Typing, Vision Plan, Writing Skills
LOCATION
Sacramento, CA
POSTED
1 day ago
Careerscape is recruiting on behalf of our client for an entry-level Email Support Specialist to join their growing remote customer care team. This is a great opportunity for someone who loves helping people, writes clearly, and wants to build a career in customer support with a company that values thoughtful, written communication over phone-heavy queues.
Day to day, you will spend most of your time inside a shared inbox and help desk platform, working through a queue of customer emails with empathy, accuracy, and a friendly tone. People who thrive in this role are patient, detail-oriented, and comfortable multitasking across several open conversations at once, all while following brand voice guidelines and knowing when to loop in a teammate for a trickier case.
Responsibilities
Respond to customer inquiries via email in a timely, accurate, and friendly manner
Manage a shared inbox queue and prioritize messages based on urgency
Troubleshoot basic account, billing, and product questions using internal resources
Escalate complex issues to senior support staff or the appropriate department
Document customer interactions and update tickets in the help desk system
Follow brand voice and tone guidelines in all written correspondence
Identify recurring customer issues and flag trends to the support lead
Meet daily and weekly response time and quality targets
Maintain up-to-date knowledge of products, policies, and promotions
Collaborate with teammates during peak volume periods to keep queues manageable
Requirements
High school diploma or equivalent required, some college coursework preferred
Excellent written English with strong grammar and spelling
Comfortable typing and navigating multiple software tools at once
Prior customer service experience helpful but not required
Ability to stay organized while managing a high volume of email tickets
Reliable home internet connection and a quiet remote workspace
Strong reading comprehension and problem-solving skills
Availability to work an assigned shift within standard business hours
Positive, patient attitude when handling frustrated customers
Benefits
Medical, dental, and vision insurance
401k retirement plan with company match
Paid time off and paid holidays
Fully remote position with flexible scheduling options
Home office equipment stipend
Paid training and onboarding program
Opportunities for advancement into senior support or team lead roles