Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring an Account Coordination Specialist to respond to customer account questions and coordinate service updates and next steps. The role manages support tickets and CRM records, follows up with customers and internal partners, and escalates complex issues to the customer service team lead.
Responsibilities
- Receive customer questions and account coordination requests through a support platform such as Oracle Service Cloud, email, and assigned service tickets
- Review request details, account history, product or service information, and prior notes to understand the customer’s stated need
- Enter clear, factual updates in a CRM such as SugarCRM, including contact details, request status, actions taken, and promised next steps
- Coordinate routine account updates with internal service partners while keeping customers informed through approved written responses
- Use a support platform such as Oracle Service Cloud to categorize requests, set appropriate status updates, and maintain organized ticket ownership
- Follow up on open questions with customers or internal contacts when information is missing, unclear, or awaiting confirmation
- Escalate complex, sensitive, or unresolved service matters to the customer service team lead with a concise summary of relevant details
- Maintain reference notes about recurring customer questions and share useful patterns with the support team during team discussions
- Use spreadsheets and data entry such as Airtable to track assigned coordination items, due dates, handoffs, and completion status
- Meet quality expectations through accurate information, timely turnaround, complete notes, respectful follow-up, and appropriate escalation
Skills
- High school diploma or equivalent
- Ability to use a CRM such as SugarCRM to review account details and enter clear interaction notes
- Ability to use a support platform such as Oracle Service Cloud to organize assigned requests and track progress
- Strong written and verbal communication skills for explaining next steps clearly to customers and internal contacts
- Authorization to work in the United States
- About 1-2 years of related customer-facing, account coordination, or service support experience preferred
- Familiarity with handling customer questions, service tickets, account updates, and product or service information preferred
- Working knowledge of spreadsheets and data entry such as Airtable for maintaining accurate coordination trackers preferred
Benefits
- Fully remote work from a home-based desk environment in Georgia, United States.
- Structured onboarding and training on SugarCRM, Oracle Service Cloud, Airtable, and team workflows.
- Regular check-ins with the customer service team lead for guidance, priorities, and feedback.
- Opportunities to build account coordination, service communication, workflow tracking, and issue-handling skills.
- Health coverage
- Paid leave
- Maternity leave
- Bonus opportunities
- Stipends
Company Overview