LINQ is a client-focused company seeking a Client Services Specialist I to join their team in Pittsburgh, PA. This entry-level role serves as the first point of contact for clients, providing exceptional customer service and support through email ticket service to ensure client satisfaction and loyalty.
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
- Fluent (capable of conducting all job responsibilities) in Spanish and/or French
- 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
- Pre-approved overtime
- Performance-based incentives
- 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
Most enterprises are managing 50, 100, and even 150 separate carrier accounts. Separate bills. Separate reps. It was founded in 2006, and is headquartered in Elkridge, Maryland, USA, with a workforce of 51-200 employees. Its website is http://www.linqservices.com.