Call Handling Specialist

Monthly Pay: $3,630 - $4,962 USD per month

This role handles customer calls, answers service questions, and directs requests to the right contact. It sits within the customer support team and works under a customer service team lead. The specialist works with customers, support colleagues, and scheduling staff to keep requests moving without unnecessary transfers. This is a fully remote position offering work from home in Arizona, United States.

The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive incoming calls through a Contact-center phone system such as Genesys, review available caller information, and establish the reason for contact.
• Ask focused questions to understand each request, confirm relevant contact details, and identify what the customer needs before taking action.
• Explain product or service information using approved reference materials, keeping answers clear and checking that the customer understands the next step.
• Enter call summaries, contact updates, and agreed actions in a CRM such as Zoho CRM so colleagues can continue the conversation accurately.
• Open and update service tickets in a Support platform such as Zendesk when requests need investigation or assistance beyond the initial call.
• Connect callers with the appropriate support contact, explain the reason for transfer, and share useful context to reduce repeated questions.
• Pass appointment requests to scheduling staff with the customer's stated needs and contact preferences, without promising unconfirmed availability or appointment times.
• Make follow-up calls when an update is due, review outstanding actions, and confirm whether the customer's original question has been answered.
• Escalate unresolved requests, repeated service concerns, or difficult conversations to the customer service team lead with clear notes and relevant background.
• Meet quality expectations for accurate answers, timely handling, complete notes, appropriate call control, and completed follow-up; apply feedback from reviewed calls.

• High school diploma or equivalent.
• About 1-2 years of call handling, contact center, or related customer support experience preferred, particularly with inbound questions and follow-up calls.
• Understanding of first call resolution, customer needs analysis, and appropriate transfers, including recognizing when a request requires a different support contact.
• Familiarity with a Contact-center phone system such as Genesys and basic queue navigation, hold procedures, transfers, and call status updates.
• Ability to maintain clear customer histories using a CRM such as Zoho CRM and track requests through a Support platform such as Zendesk.
• Clear spoken and written communication, with the ability to build rapport, explain next steps, and use calm de-escalation during difficult conversations.
• Ability to follow reference materials, distinguish confirmed information from assumptions, and keep customer details private during calls and follow-up work.
• 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.
• Fully remote work from home in Arizona, with all duties handled through phone and online systems.
• Structured onboarding and training on a Contact-center phone system such as Genesys, a CRM such as Zoho CRM, and a Support platform such as Zendesk.
• Regular check-ins with the customer service team lead to review questions, discuss call feedback, and clarify handling expectations.
• Opportunities to strengthen first call resolution, call control, customer relationship building, and practical de-escalation skills through daily customer conversations.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.