Job Description

Job Description - This is a Chat and Remote Call Center Support Specialist Contract Position 

Leading Edge Connections, LLC is a full-service virtual Contact Center outsourcing company built with people at the center. Our teams are 100% native virtual—working from home today and always. We combine flexibility, innovation, and a strong culture of connection to deliver exceptional results while making every team member feel like part of the LEC Family.

Does customer service music resonate with your passions? Does helping other fans get their questions answered sound like a fun job? Well you are in luck! We are looking for experienced customer support reps who are great at typing and up to date on all the current music artists. You must be able to work at top speeds on the computer and have a fun-loving attitude! Check out our opportunity below!

We are looking for passionate individuals interested in being part of an awesome team in the music industry. Our representatives play an important role in helping fans via ticketing. This includes purchasing merch, password resets, website assistance and troubleshooting, and more.

If you're an individual that is passionate about music and helping others, we encourage you to apply!

Qualifications:

• Must have a LOVE of fast-paced environment!
• 1-3 years call center or chat 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
• Have excellent grammar, but also know when to use the lingo
• Previous work from home experience preferred
• Understanding of contact center support metrics and ability to implement actions for improvement

· Must have a High School Diploma or equivalent

Hardware/Software Requirements:

• Your own computer (you have the freedom to create your own home office)
• Processor: Intel® Core™ i5 5200 Series or greater: all computers must be at least 4-cores with those being performance cores
  • ex: if you have a 10-core computer with only 2 efficiency cores, then you do not have a 4-core processor.) 
    • Please double check your computer setting to ensure you have 4-cores
• Memory: 8GB on Windows 10 or higher / 10 64 bits
• Screen Resolution: 1280x768 or higher
• dual monitors required
  • (this will ensure you can work efficiently on client systems)
• Reliable High-Speed Internet with an ethernet connection. 
• USB headset (noise canceling)
• NO Chromebooks, iPads, MacBooks, netbooks, or any type of tablet (Must be a laptop or a desktop)

• Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
• Must be hardwired to router
• Firewall must be enabled (Will be checked prior to allowing login to system)

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 products
• Ability to identify high-risk customer situations and escalate appropriately without hesitation
• Able to keep up with multiple chats at a time
• Accurately document all required information and chat details in the ticketing system
• Respond to and resolve open issues in an appropriate timeframe
• Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management
• Ability 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 attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested

Job Type: Flex-time

Pay: 14-18 p/h
Type: 1099 contract

Hours:  Between 20-40 hours per week
Must be able to work 40 hours per week during the paid training (usually 2-4 weeks)

Benefits:

• Work from home

Experience level:

• 2-3 years

Work setting:

• Remote

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