Client Engagement Representative

Your tasks

Summary Clients ask how a service works or when an issue will be resolved; you respond with clear, helpful explanations. Incoming calls and planned follow-up lists shape your work as a Client Engagement Representative. You keep regular contact with existing clients and record their needs and feedback. Your goal is to build trust through useful answers and reliable follow-up. A customer service team lead helps you review concerns and choose the right next steps. You work from home in this fully remote role, helping clients by phone. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Explain service details and next steps in plain words, using approved reference notes. Check that clients understand your answer before moving on.
• Review follow-up lists and incoming call queues in a CRM such as Freshdesk, a system that stores client details and call notes.

• Receive calls and contact existing clients through a business phone system such as JustCall. Give a friendly introduction and explain your reason for calling.
• Ask short questions about each client's concern, needs, and feedback. Listen without interrupting, including when someone feels upset or needs a quick answer.

• Resolve simple concerns during the call. Ask the client whether your answer has helped and whether anything remains unclear.
• Write notes after every conversation, including the question, answer, client feedback, and next action. Make notes easy for another team member to understand.

• Send unanswered questions to the customer service team lead with a brief summary. Explain to the client what will happen next.
• Maintain regular follow-up contact with existing clients. Return to open concerns, share updates, and confirm resolution before closing the record.

• Keep client lists accurate by marking wrong numbers, repeated entries, and requests not to receive calls. Check details before making another call.
• Share daily call counts and common client questions with the team. Practice approved call outlines and use coaching feedback in later conversations.

• Meet quality standards through accurate notes, polite calls, prompt follow-up, and complete client records. Check your work before marking each task complete.

Requirements

• Professional spoken and written English, because calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience required; related customer service, phone support, or client contact experience is preferred.
• Willingness to learn service details and follow an approved call outline without sounding rushed or unclear.

• Comfort learning the named client record and phone tools, including finding notes and updating call results.
• Ability to write short, accurate notes that explain a client's concern and the agreed next step.

• Patience when clients repeat questions, express concerns, or need an explanation in simpler words.
• Readiness to ask the team lead for help rather than guess an answer or promise an outcome.

• A quiet place to take calls and confidence speaking clearly while checking relevant service information.

What we offer

• A fully remote role where you work from home and stay focused on helping existing clients.
• Structured onboarding and guided training on the named tools, Freshdesk and JustCall, with practice using call outlines.

• Regular check-ins with the team lead to review questions, discuss feedback, and improve your calls.
• Growth opportunities within the team as you strengthen your client support knowledge and phone skills.

• Bonus opportunities.

How to apply

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