Job Description - This is a Remote Position
Leading Edge Connections, LLC. is a full-service virtual Contact Center outsourcing company built FOR The People! All our teams are 100% Native Virtual (work at home) and always will be! No more stuffy offices, cubicles, crummy breakrooms, or boring clients when you join the LEC Family.
Do you love talking all things music? 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 music! The biggest artists we represent are in Pop and Country
- 1-3 years call center chat experience required
- Technical experience strongly preferred, experience in Zendesk is a definite plus
- 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
- Processor: Intel® Core™ i5 5200 Series or greater (must have 4 cores)
- Memory: 8GB on Windows 10 or higher / 10 64 bits
- Screen Resolution: 1280x768 or higher, dual monitors required with webcam
- USB headset
- 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: Full-time
Pay: $13.00-$15.00 per hour 1099 contract
Hours: 9:00am-6:00pm EST - some weekends required. Hours may change depending on busy times and client needs
Benefits:
- Work from home
Experience level:
- 2 years
Work setting:
- Remote
What We Do
Leading Edge Connections is a cutting-edge virtual contact center that has established itself as the number one player in the industry in America. Founded in 2017 by Jon Juliano and Eric Sims, Leading Edge Connections has redefined the traditional contact center model by embracing remote work as its core operating principle.
As a fully remote organization, Leading Edge Connections leverages the latest technology and innovative strategies to deliver exceptional customer experiences for its clients. With a team of highly skilled and talented remote agents located across the United States, Leading Edge Connections provides unparalleled customer support, sales, and lead generation services to businesses of all sizes and across various industries.
At Leading Edge Connections, the team is driven by a shared passion for excellence and a commitment to delivering results. Through a combination of state-of-the-art technology, comprehensive training programs, and a supportive work culture, Leading Edge Connections empowers its remote agents to deliver outstanding performance and exceed client expectations.
As the #1 virtual contact center in America, Leading Edge Connections has earned a reputation for its exceptional customer service, exceptional results, and industry-leading expertise. With a track record of success and a forward-thinking approach to remote work, Leading Edge Connections continues to revolutionize the contact center industry and set new standards for excellence
