Copy of Client Services Specialist I

Join us as a Client Service Specialist and be a part of a collaborative and client-focused team that aims to exceed expectations and drive positive client experiences at LINQ Services. This position is based out of a LINQ office in either Baltimore or Pittsburgh, working at least three days in office a week.

The Client Services Specialist I is the starting level for our team of client-focused specialists. This role serves as the first point of contact for our clients with email support cases. Client Services Specialists I serve our clients through exceptional customer service, maintaining a positive and quality relationship, and providing support through creative problem solving. As a Client Service Specialist I at LINQ Services, you will be at the forefront of building strong and lasting relationships with our valued clients through email ticket service. 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 focused work.

Key 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.

Compensation
Hourly Wage: Base wage for this position is $18.27 to $20.19. Highly qualified candidates may be eligible for higher tier positions with higher compensation.

Additional Compensation: This position is eligible for pre-approved overtime and performance-based incentives. Incentives have potential payout of about $5,000, subject to performance of both individual and company.

LINQ Company Benefits: LINQ is proud to take care of its employees with a wide range of employee benefits including 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, and 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…AND MORE!

Required Qualifications-Candidates who do not meet these qualifications will not be considered:

• 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

Preferred Qualifications

• 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