Inbound Call Specialist

Job Title: Inbound Call Specialist

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

Summary:

Each shift begins with reviewing the inbound call queue and checking updates before answering customer questions. In this temporary role, you handle incoming service inquiries and appointment requests, helping callers reach clear next steps. You sit within the customer support team and work under a customer service team lead. You work with customers, scheduling colleagues, and support specialists to resolve questions and coordinate handoffs. This fully remote position lets you work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review queue status, service updates, and unfinished follow-ups at the start of each shift to prepare for incoming calls and outstanding customer questions.
• Answer inbound calls through a contact-center phone system such as Five9, introduce the service clearly, and establish the reason for each call.
• Confirm relevant customer contact information and service details using a CRM such as Microsoft Dynamics 365, checking existing notes before making updates.
• Ask focused questions to understand the request, distinguish routine inquiries from unresolved issues, and identify the appropriate next action without making unsupported promises.
• Explain available service information using approved reference materials, checking understanding and summarizing practical next steps before moving toward resolution.
• Arrange requested service appointments using a scheduling and calendar tool such as Calendly, confirming availability, contact preferences, and appointment details with the caller.
• Create or update service tickets using a support platform such as Zendesk, recording the question, actions taken, current status, and follow-up owner.
• Route complex service issues to the appropriate support specialist and escalate repeated concerns or unclear instructions to the customer service team lead.
• Follow up when an answer remains outstanding, check progress with the assigned colleague, and keep customers informed through the agreed contact method.
• Close completed interactions with clear notes and review remaining handoffs before shift end; quality is judged through accuracy, turnaround, complete notes, and follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of inbound call handling, customer support, or appointment scheduling experience preferred.
• Familiarity with call routing, queue status, hold procedures, and professional transfers that preserve the caller's context.
• Ability to navigate phone, CRM, support, and scheduling tools while keeping customer information accurate and relevant.
• Clear spoken communication, attentive listening, and concise written notes that colleagues can understand without repeating the customer's questions.
• Sound judgment when using approved service information, recognizing unresolved issues, and requesting guidance instead of guessing.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for focused calls and responsible handling of customer information.
• 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 with desk-based responsibilities centered on customer calls and service coordination.
• Structured onboarding and training on the example phone, CRM, support, and scheduling systems named above, with guided practice before independent handling.
• Regular check-ins with the team lead to review call quality, discuss questions, and reinforce consistent service practices.
• Opportunities to build call handling, appointment scheduling, service recovery, and accurate customer interaction documentation skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.