Client Services Specialist II - Daytime Monday-Friday

Linqservices; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

LINQ Services is seeking a Client Services Specialist II for daytime, Monday–Friday shifts. This fully remote role is open to applicants in the United States and Canada, with Pittsburgh-area candidates eligible for a Hybrid Remote arrangement.

You will handle emails, chats, and phone support to deliver exceptional client service and build lasting client relationships. The position focuses on supporting clients across multiple channels, resolving tickets efficiently, and contributing to a

Qualifications

• Minimum 1 year of call center experience.
• High school diploma, GED or equivalent.
• Reliable remote internet with at least 20 Mbps download / 10 Mbps upload.
• Private work location without significant background disruptions.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written communication with active listening.
• Flexible work schedule.

Responsibilities

• Respond to client emails, chat, and phone support requests.
• Use multiple systems and support tools to resolve tickets.
• Resolve tickets accurately and promptly.
• Prioritize tickets by urgency and severity.
• Collaborate with colleagues and escalate when needed for best client experience.
• Meet or exceed KPIs for tickets handled and response times.
• Handle bulk action requests as assigned.
• Maintain knowledge of processes across vendor platforms.
• Assist team with inquiries via messaging platforms.
• Stay updated with LINQ training on mobile device management.

Skills

Call center experience

Customer service

Active listening

Verbal & written communication

Multitasking

Education

High school diploma or GED

Tools

CRM software

Salesforce

Job description

All Jobs > Client Services Specialist II - Daytime Monday-Friday

Client Services Specialist II - Daytime Monday-Friday
Fully Remote • PA • Client Services

Full-time

Description

Company Overview: LINQ Services provides comprehensive managed mobility services to corporate clients with fleet mobile device needs. LINQ works directly with carriers to help companies with field employees enhance their operational efficiencies, reduce costs, and improve employee satisfaction through superior mobile device management

Job Description:

Join LINQ as a Client Service Specialist II and be a part of a collaborative and client-focused team that aims to exceed expectations and drive positive client experiences at LINQ Services. We are currently growing our support team to serve our clients 24/7 and are looking for experienced call center workers who are comfortable working in a queue and delivering exceptional customer service to help us achieve this goal.

This is a full-time, fully remote position open to individuals eligible to work in the United States of America and Canada. Individuals who are located near our Pittsburgh, PA offices will be considered for a Hybrid Remote position and be given preference.

Our Client Services Specialist II role is our experienced, client focused specialist position. They support our clients through exceptional customer service, maintaining a positive and quality relationship, and providing support through creative problem solving. As a Client Service Specialist II at LINQ, you will be at the forefront of building strong and lasting relationships with our valued clients through email, chat and phone support tickets. 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-centricity.

Key Responsibilities:

• Respond to client e-mail, chat and phone support requests 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 elevate 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
• Complete client bulk action requests as they come in or when they are assigned out by a manager or lead.
• Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms.
• Monitor and assist in team messaging platforms to assist fellow agents with inquiries.
• Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ.
• Have knowledge of and assist clients with phone migrations.
• Support as appropriate with escalated cases
• Staff after hour support for on-call Holidays as needed.

Compensation:

This position is eligible for pre-approved overtime and performance based incentives

Available Shifts:

We are currently hiring for daytime shifts Monday-Friday. Schedules start between 7:00AM and 10:00AM Eastern time and end between 4:00PM and 7:00PM Eastern time. Specific schedules available will be discussed during interview process.

Requirements

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

• Minimum 1 year of prior call center experience
• 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 work a flexible work schedule

Preferred Qualifications (Candidates meeting these qualifications will be a best match for the position)

• Proficiency in using CRM software
• Two years of customer service experience.
• One-year prior experience with mobile or technical products.
• Prior Experience with Salesforce.
• Understanding of cellular services and markets.
• Basic knowledge of mobile devices set-up, usage and backup functions