Client Services Assistant

Monthly Pay: $3,588 - $5,032 USD per month

This role provides administrative support for customer questions received by phone and email. It helps keep service tickets organized so customers receive accurate product or service information and clear next steps. The position sits within the support team and works under a customer service team lead. It works with customers, customer service representatives, and internal service contacts to keep requests moving.

This is a fully remote, work from home position based in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming emails and queued service tickets. Sort requests by subject, urgency, and the type of assistance needed before routing them.
• Answer routine calls through a Contact-center phone system such as Ring Central. Confirm the customer's question and explain the next step using approved guidance.
• Check customer contact information and previous interactions in a CRM such as Hub Spot. Update details carefully and avoid creating duplicate entries.
• Create and update service tickets in a Support platform such as Freshdesk. Record the request, relevant context, assigned contact, and current status.
• Send approved product or service information to customers. Check that links, instructions, and reference materials address the question before sending a response.
• Ask customers for missing service details when needed. Keep questions focused and note what is still needed for the support team to proceed.
• Organize callbacks and follow-up reminders for customer service representatives. Keep customers informed when an answer depends on another team's response.
• Escalate unresolved questions, repeated issues, and requests outside approved guidance to the customer service team lead. Include a concise summary and relevant ticket history.
• Check pending tickets for updates, send agreed follow-ups, and confirm the next action. Close tickets only when the required service steps are complete.
• Maintain quality through accurate information, timely turnaround, complete notes, and consistent follow-up. Review feedback with the team lead and correct identified errors.

• High school diploma or equivalent.
• No experience required; related experience in client services, customer assistance, or administrative support is preferred.
• Basic understanding of service tickets, customer inquiries, request routing, and the importance of keeping interaction notes clear and current.
• Familiarity with customer contact databases, shared support queues, and phone systems is preferred. Willingness to learn the example systems is essential.
• Ability to write short, clear emails and explain routine product or service information in a courteous, professional manner.
• Comfortable checking information against approved resources, identifying missing details, and asking for guidance rather than guessing at an answer.
• Ability to organize pending requests, follow written procedures, and handle customer information carefully while working independently within assigned responsibilities.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and focused desk-based work.
• Authorization to work in the United States. Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Fully remote work from home in Ohio, with daily responsibilities handled through online systems and customer communication channels.
• Structured onboarding and training on a CRM such as Hub Spot, a Support platform such as Freshdesk, and a Contact-center phone system such as Ring Central.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and clarify priorities.
• Build practical skills in client services administration, ticket coordination, customer correspondence, and accurate interaction notes.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.