Note: The job is a remote job and is open to candidates in USA. LINQ Services provides comprehensive managed mobility services to corporate clients, and they are seeking a Client Services Specialist II to join their collaborative team. This role involves delivering exceptional customer service during overnight shifts, maintaining positive client relationships, and resolving support requests through various channels.
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
Skills
- 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
- 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
Benefits
- This position is eligible for pre-approved overtime and performance based incentives
Company Overview
Most enterprises are managing 50, 100, and even 150 separate carrier accounts. Separate bills. Separate reps. It was founded in 2006, and is headquartered in Elkridge, Maryland, USA, with a workforce of 51-200 employees. Its website is http://www.linqservices.com.