Call Center Representative

Leading Edge Connections•Tampa, FL

5d•$19 - $20•Remote

About The Position

Join the LEC Team where connection, fun, and flexibility meet great customer service! Leading Edge Connections, LLC is a full-service contact center built around people and performance. Our teams thrive on collaboration, innovation, and heart, because great results come from great people. This role involves supporting customers via CRM tools, helping boaters by geo-locating them, problem-solving, and dispatching solutions. The representative will accurately document interactions, follow up on open issues, identify trends, and deliver quick, thoughtful, and empathetic resolutions.

Requirements

Previous CRM experience required.
Strong typing, multitasking, and communication skills.
Confident, positive, team-oriented attitude and a love for helping people.
1-3 years call center 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.
Committed to meeting client metrics & goals/ability to implement actions for improvement.
Personal computer (laptop or desktop only; no Chromebooks, MacBooks, iPads, netbooks, or tablets).
Processor: Intel® Core™ i5 5200 series or greater; all computers must have at least 4 performance cores.
Memory: 8GB RAM minimum; Windows 10 (64-bit) or higher.
Display: Screen resolution of 1280x768 or higher; dual monitors required for efficiency.
Internet: Reliable high-speed internet with a wired Ethernet connection(hardwired to router).
Audio: USB noise-canceling headset.
Security: Up-to-date antivirus software with a recent scan completed; firewall must be enabled.
Must have a wired USB headset with a microphone.
Must have a High School Diploma or equivalent.

Nice To Haves

Passion for boating and the sea.

Responsibilities

Support customers via CRM tools.
Help boaters by geo-locating them, problem solving, and dispatching the appropriate solution.
Accurately document interactions and follow up on open issues.
Identify trends or recurring issues and share insights with the team.
Deliver quick, thoughtful, and empathetic resolutions.
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 account information.
Ability to identify high-risk customer situations and escalate appropriately without hesitation.
Able to keep up with multiple CRM systems at a time.
Accurately document all required information and call details in the 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 fulfillment of hours selected.
Remain positive and professional in all customer interactions.
Flexibility to cross train as requested.