Client Services Specialist II - Night and Weekends Shifts
Company Overview: LINQ Services provides comprehensive managed mobility services to corporate clients with fleet mobile device needs. LINQ works directly with carriers to help companies with field employees enhance their operational efficiencies, reduce costs, and improve employee satisfaction through superior mobile device management Job Description: Join LINQ as a Client Service Specialist II and be a part of a collaborative and client-focused team that aims to exceed expectations and drive positive client experiences at LINQ Services. We are currently growing our support team to serve our clients 24/7 and are looking for experienced call center workers who are comfortable working in a queue and delivering exceptional customer service during overnight/weekend shifts to help us achieve this goal. This is a fully remote position open to individuals eligible to work in the United States of America and Canada. Individuals who are located near our Pittsburgh, PA offices will be given preference, as well as candidates fluent (capable of conducting all job responsibilities) in Spanish and/or French. Our Client Services Specialist II role is our experienced, client focused specialist position. They support our clients through exceptional customer service, maintaining a positive and quality relationship, and providing support through creative problem solving. As a Client Service Specialist II at LINQ, you will be at the forefront of building strong and lasting relationships with our valued clients through email, chat and phone support tickets. Your main responsibility will be to provide exceptional support and assistance, ensuring client satisfaction and loyalty. We are seeking a dedicated and proactive professional who is passionate about delivering outstanding service and understands the importance of client-centricity. Key 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. Compensation: Hourly Wage: $20.19-22.12 plus an additional shift differential of $2 an hour This position is eligible for pre-approved overtime and performance based incentives Available Shifts: We are currently hiring for the following overnight shifts: Thursday-Monday: 9:00PM - 6:00AM Eastern Time Thursday-Monday: 12:00PM (noon) - 9:00PM Eastern time Saturday-Wednesday: 12:00PM (noon) - 9:00PM Eastern time Apply Job! Apply to this Job