LINQ is a collaborative and client-focused company that aims to exceed expectations and drive positive client experiences. The Client Services Specialist I serves as the first point of contact for clients, providing exceptional support through email ticket service and maintaining strong relationships to ensure client satisfaction.
Responsibilities
- Respond to client e-mail support tickets 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
- Develop through experience and training courses a working knowledge of key processes and procedures of multiple vendor platforms
- Utilize internal messaging systems to communicate and coordinate with peers and supervisor
- Other duties as assigned
Skills
- 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 pass a criminal history background check
- Ability to work a Flexible work schedule
- Proficiency in using CRM software
- One year of customer service experience
- Prior experience with Salesforce
- Understanding of cellular services and markets
- Basic knowledge of mobile devices set-up, usage and backup functions
Benefits
- Generous medical, dental, and vision insurance benefits
- Fully funded HRA with medical plan
- Optional dependent care FSA
- Employer-paid Life/ADD insurance
- Employer-paid Employee Assistance Program (EAP)
- 401(k) plan plus match and immediate vesting
- PTO/Flexible time off
- Sick leave
- Paid parental leave
- Paid medical leave for pregnancy and childbirth
- Compassionate leave
- Jury Duty leave
- Voting leave
- Unpaid FMLA leave
- Unpaid personal leave
- Military leave
- 11 paid holidays per year
- 3-week paid 5-year sabbatical
- Pet Insurance option
- 12 free Ubers rides per year
- Catered in-office lunches
Company Overview
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