Managed Mobility Services. Simplified.
Client Services Specialist II
Location
Pennsylvania
Posted
5 days ago
Salary
$20 - $22 / hour
Seniority
Junior
Job Description
Client Services Specialist II
LINQ
• 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
Job 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
Benefits
- Additional shift differential of $2 an hour
- Eligible for pre-approved overtime
- Performance based incentives
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