Customer Service Agent

Job Description

Join the LEC Team where connection, fun, and flexibility meet great customer service! Leading Edge Connections, LLC is a full-service contact center built around people and performance. Our teams thrive on collaboration, innovation, and heart, because great results come from great people.

Day-to-Day Project Tasks

• Support customers via CRM tools
• Accurately document interactions and follow up on open issues
• Identify trends or recurring issues and share insights with the team
• Deliver quick, thoughtful, and empathetic resolutions

Qualifications

• 1-3 years call center experience required
• Technical experience strongly preferred, experience in current CRMs
• Ability to type 30 wpm with 90% accuracy or above consistently
• Strong messaging communication skills, active listening abilities
• Ability to work independently and utilize resources to resolve customer issues
• Great understanding of text and chat acronyms
• Excellent grammar, but also know when to use the lingo
• Committed to meeting client metrics & goals/ability to implement actions for improvement
• Must have a High School Diploma or equivalent

Responsibilities

• Express genuine empathy and concern for your customers' issues and address as if they were your own
• Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or account information
• Able to identify high-risk customer situations and escalate appropriately without hesitation
• Able to keep up with multiple CRM systems at a time
• Accurately document all required information and call details in the system
• Respond to and resolve open issues in an appropriate timeframe
• Able to identify trends related to systems, platforms and/or customers and escalate appropriately to management
• Able to multi-task using multiple systems
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and fulfillment of hours selected
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested

Hardware/Software Requirements

• Personal computer (laptop or desktop only; no Chromebooks, MacBooks, iPads, netbooks, or tablets)
• Processor: Intel® Core™ i5 5200 series or greater; all computers must have at least 4 performance cores
• Memory: 8GB RAM minimum; Windows 10 (64-bit) or higher
• Display: Screen resolution of 1280x768 or higher; dual monitors required for efficiency
• Internet: Reliable high-speed internet with a wired Ethernet connection(hardwired to router)
• Audio: USB noise-canceling headset
• Security: Up-to-date antivirus software with a recent scan completed; firewall must be enabled
• Must have a wired USB headset with a microphone

Job Type

-1099 Independent Contractor

Paid Training

Experience level: 1-3 years

Benefits

Remote Work From Home