Customer Engagement Specialist

Job Title: Customer Engagement Specialist

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

Summary:

Each shift begins with the open queue: customer questions, ongoing conversations, and service tickets waiting for attention. The Customer Engagement Specialist focuses on helping customers understand services, resolve everyday concerns, and stay engaged through clear, timely follow-up. This position sits within the support team, works under a customer service team lead, and collaborates with customers and service specialists to keep conversations moving toward resolution. The position is fully remote, offering work from home in Pennsylvania, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming emails, chat conversations, and service tickets in a support platform such as Freshdesk, identifying unanswered questions and outstanding follow-up needs.
• Read previous interactions in a CRM such as Salesforce to understand the customer's service history before responding or requesting additional information.
• Confirm the customer's question, relevant service details, and desired outcome, recording clear summaries without requesting unnecessary personal information.
• Explain product or service information using approved reference materials, adapting explanations to the customer's familiarity and checking that instructions are understood.
• Guide customers through everyday service questions and available self-service resources, focusing on useful answers rather than unnecessary transfers or repeated explanations.
• Recognize signs of dissatisfaction or repeated confusion, acknowledge the concern, and identify practical next steps within the role's assigned authority.
• Coordinate unresolved service questions with service specialists, providing the relevant context and explaining to customers what will happen next.
• Follow up on open conversations when updates are available or promised response windows approach, escalating delays and recurring concerns to the customer service team lead.
• Update conversation notes, ticket status, and follow-up actions after each interaction so other support team members can continue assistance without restarting the conversation.
• Close resolved tickets after confirming the outcome, with quality judged through response accuracy, turnaround, complete notes, and dependable follow-up; share recurring engagement issues during handoffs.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer support, customer engagement, or related service experience preferred, particularly involving written customer conversations and ongoing follow-up.
• Understanding of customer satisfaction, service recovery, and the importance of maintaining a consistent customer experience across multiple interactions.
• Familiarity with a support platform such as Freshdesk and a CRM such as Salesforce, including ticket updates, interaction histories, and clear customer notes.
• Ability to interpret product or service guidance, explain available options accurately, and recognize questions that require specialist assistance.
• Clear written communication and active listening skills, with a calm, respectful approach to frustrated customers and unfamiliar service questions.
• Ability to prioritize open tickets, track promised responses, and maintain accurate updates while moving between customer conversations.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; 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 home in a desk-based customer engagement role.
• Structured onboarding and training on a support platform such as Freshdesk and a CRM such as Salesforce.
• Regular check-ins with the customer service team lead to review questions, feedback, and development priorities.
• Opportunities to build customer engagement, service recovery, written communication, and ticket prioritization skills through daily support work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.