Answering Service Agent

About the Role

This position is fully remote and performed work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. The role sits within the customer service team and works under a customer service team lead.

Key Responsibilities

• Monitor incoming calls, emails, chats, and service tickets in the open queue and prioritize requests by urgency and established procedures.
• Answer calls through a contact-center phone system such as Aircall using approved greetings, a calm tone, and accurate service information.
• Listen to each caller's purpose, confirm contact details, capture complete messages, and identify the correct person or team for follow-up.
• Review available contact history in a CRM such as Nimble before responding, then enter clear notes about the interaction and requested next step.
• Create and update service tickets in a support platform such as Front so internal teams can see the caller's question, message, and routing details.
• Coordinate routine appointment requests using a scheduling and calendar such as Calendly, confirming requested details before sharing the booking information.
• Respond to written inquiries and live conversations through a live chat such as Crisp, following approved response guidance and routing instructions.
• Send follow-up messages when information is missing, a caller requests an update, or an appointment request needs confirmation.
• Escalate urgent, sensitive, or unresolved caller concerns to the customer service team lead or designated internal contact with complete interaction notes.
• Meet quality expectations measured by accuracy, turnaround, complete notes, appropriate routing, and timely follow-up on assigned requests.

Requirements & Tech Stack

• Aircall
• Nimble
• Front
• Crisp
• Calendly
• CRM

Qualifications

• High school diploma or equivalent.
• Related experience preferred in answering service, reception, contact support, or administrative assistance.
• Familiarity with professional phone greetings, message taking, caller routing, and routine appointment request coordination.
• Ability to use a CRM such as Nimble and a support platform such as Front to review contact details and record interaction notes.
• Comfort learning a contact-center phone system such as Aircall, a live chat such as Crisp, and a scheduling and calendar such as Calendly.
• Clear verbal and written communication skills.
• Sound judgment when identifying urgent requests, following routing procedures, and seeking guidance from the customer service team lead.
• 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.