Client Engagement Representative

We are seeking a Client Engagement Representative to join our fully remote team. In this role, you will handle customer inquiries about service changes and unresolved issues by providing clear answers and helpful next steps. Your daily tasks include managing a call queue and a planned contact list to prioritize conversations that need your attention. You will maintain regular communication with existing clients, understand their needs, and document their feedback. The goal is to keep customers informed and resolve concerns patiently over the phone, with support from a customer service team lead when needed. This position offers a monthly base salary with bonus opportunities and allows you to work from home using shared tools for calls and customer records.

Key Responsibilities:
- Review customer follow-up lists and incoming call queues within a CRM system such as HubSpot, prioritizing pending concerns.
- Handle incoming calls and make scheduled outbound calls using a business phone system like Aircall, clearly stating the purpose of each call.
- Listen attentively to customer needs, ask concise questions to clarify details, and note feedback from regular client interactions.
- Explain services, order updates, and next steps using approved reference materials, keeping explanations simple and confirming customer understanding.
- Assist customers in resolving straightforward issues during calls and verify if the suggested solutions have addressed their concerns.
- Maintain composure when customers are upset or rushed, acknowledge their concerns, and explain available next steps without making promises.
- Document questions, answers, feedback, and next actions in customer records after each call, setting reminders for follow-up when necessary.
- Escalate unanswered questions to the team lead with a brief summary, keeping customers informed while awaiting further guidance.
- Contact customers awaiting updates to confirm resolution before closing their records; identify wrong numbers, duplicates, and no-contact requests.
- Share daily call volumes and common questions with the team; participate in quality reviews to ensure accurate notes, polite communication, timely follow-up, and complete records.

Required Qualifications:
- Proficient spoken and written English, as most calls are with customers in the United States.
- Access to a computer, mobile phone, stable internet connection, and reliable electricity.
- No prior experience required, though customer service or phone support experience is preferred.
- Willingness to learn the service, adhere to approved call scripts, and incorporate feedback during practice sessions.
- Comfortable using CRM tools and phone systems to retrieve information, make calls, and record notes.
- Ability to explain service steps in simple language and confirm customer understanding.
- Patience with repeated questions and confidence in seeking help when answers are unclear.
- Attention to detail when entering customer notes, selecting next actions, and ensuring follow-up commitments are fulfilled.
- A quiet workspace conducive to clear, focused phone conversations.

Preferred Qualifications and Benefits:
- Fully remote work-from-home position focused on phone-based customer engagement.
- Structured onboarding and training on CRM platforms like HubSpot and phone systems such as Aircall.
- Regular check-ins with a team lead to review questions, practice responses, and track progress.
- Opportunities for growth within the team by developing service knowledge and enhancing customer communication skills.
- Bonus incentives based on performance.

This role offers a supportive environment for individuals eager to develop their customer service skills while working remotely. If you are patient, detail-oriented, and enjoy helping customers, this position provides a great opportunity to grow professionally.