Inbound Call Representative

Job Title: Inbound Call Representative

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

Summary:

Each shift begins with the open queue, where inbound calls, messages, and service tickets are waiting for a helpful response. The Inbound Call Representative responds directly to customer questions, provides clear product or service information, and helps customers move toward an appropriate next step. This role matters because accurate, respectful conversations help customers understand available options and keep service requests moving. The representative works on the customer support team under a customer service team lead and partners with customers, support teammates, and internal service contacts. This is a fully remote, work from home position based in South Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Begin each shift by reviewing the inbound call queue, open service tickets, priority messages, and updates shared by the customer support team.

• Answer inbound customer calls with a professional, helpful approach and identify the reason for each contact through focused questions.

• Explain product or service information using approved reference materials and provide clear next steps tailored to the customer question.

• Confirm key customer details and accurately enter call outcomes, conversation notes, and requested follow-up actions in a CRM such as SugarCRM.

• Create, update, and organize service tickets in a support platform such as Gladly so customer requests have complete context.

• Use a contact-center phone system such as Dialpad to manage call activity, return appropriate messages, and maintain accurate contact history.

• Follow up with customers when additional information, internal review, or a promised response is needed to resolve a request.

• Escalate complex, urgent, or unresolved customer concerns to a customer service team lead or the appropriate internal service contact.

• Coordinate internal follow-up tasks through a project management platform such as ClickUp and share concise status updates with teammates.

• Participate in team discussions through a video conferencing platform such as Zoom and apply coaching or process updates during customer conversations.

• Meet quality expectations through accurate information, timely responses, complete notes, respectful communication, and reliable follow-up.

Qualifications:

• High school diploma or equivalent.

• No experience required, related experience preferred.

• Familiarity with customer support workflows, including responding to questions, recording contact details, and routing requests for follow-up.

• Preferred comfort using a CRM such as SugarCRM and a support platform such as Gladly to review customer history and update service tickets.

• Preferred familiarity with a contact-center phone system such as Dialpad for managing inbound call activity.

• Ability to listen carefully, ask relevant questions, explain information clearly, and communicate professionally with customers and teammates.

• Ability to maintain accurate notes, follow defined procedures, and recognize when a customer concern should be shared with a team lead.

• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations from home.

• 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 a home-based desk environment in South Carolina, United States.

• Structured onboarding and training on SugarCRM, Gladly, Dialpad, ClickUp, and team procedures.

• Regular check-ins with the customer service team lead for coaching, questions, and workflow guidance.

• Opportunities to build inbound call handling, customer support workflow, ticket coordination, and system navigation skills.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.