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 inZendesk 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
Memory: 8GB on Windows 10 or higher / 10 64 bits
Screen Resolution: 1280x768 or higher, dual monitors required
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

Benefits:

Work from home

Experience level:

2 years

Work setting:

Remote

Leading Edge Connections, LLC. jobs

Remote Call Center Agent

Chat Representative