Customer Service Agent

Leading Edge Connections•Tampa, FL

8d•$16 - $16•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. Do you love helping others, problem solving, and working from home? Then let's get to the details!

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
Must have a High School Diploma or equivalent
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

Nice To Haves

Example: A 10-core computer with only 2 performance cores does not meet this requirement. Please check your system settings to confirm.

Responsibilities

Support customers via CRM tools.
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