Customer Service Representative

Customer Service Representative at Toolad Location: Albany, New York — 100% Remote

Job Type: Full Time

Salary: $45,000 - $52,000 per year

Job Description Toolad is hiring for the Customer Service Representative role. In this position, you will help customers resolve questions and service issues through clear, timely support. The work supports digital marketing, advertising campaigns, client coordination, content, audience engagement, and analytics. This is a full-time, 100% remote position open to candidates based in Albany, New York.

Responsibilities

• Respond to clients, prospects, and customers through the phone, email, chat, ticketing, or other approved support channels used by Toolad.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

To apply, submit your resume and complete our online application form. Please make sure your contact information and work history are current before submitting.