Client Services Specialist II

Job Description

REQUIREMENTS

• Minimum 1 year of prior call center experience
• High school diploma, GED or equivalent
• Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
• Dedicated private work location without significant background disruptions
• Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook).
• Excellent verbal and written communication skills with a focus on active listening.
• Strong interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving mindset and the capacity to handle challenging situations with diplomacy.
• Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously.
• Customer-centric attitude with a genuine passion for providing top-notch service.
• Ability to work a flexible work schedule

Preferred 

• Proficiency in using CRM software
• Two years of customer service experience.
• One-year prior experience with mobile or technical products.
• Prior Experience with Salesforce.
• Understanding of cellular services and markets.
• Basic knowledge of mobile devices set-up, usage and backup functions

RESPONSIBILITIES

• Respond to client e-mail, chat and phone support requests such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns.
• Use multiple online systems and support tools to effectively resolve tickets.
• Resolve assigned tickets accurately and in a timely manner.
• Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly.
• Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience.
• Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times
• Complete client bulk action requests as they come in or when they are assigned out by a manager or lead.
• Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms.
• Monitor and assist in team messaging platforms to assist fellow agents with inquiries.
• Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ.
• Have knowledge of and assist clients with phone migrations.
• Support as appropriate with escalated cases
• Staff after hour support for on-call Holidays as needed.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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