Client Services Specialist II

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

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

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