Customer Service Call Center Representative

Leading Edge Connections, LLC is a full-service contact center focused on people, performance, and customer service. The company is seeking a remote Customer Service Call Center Representative to support customers through CRM tools, resolve issues empathetically, document interactions, and identify recurring trends for escalation and team improvement.

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 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

Requirements:

• Previous CRM experience required
• Strong typing, multitasking, and communication skills
• 1-3 years call center experience required
• 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
• To be successful in this role, you must have your own computer and home office setup that meets the following minimum specifications:
• 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
• Example: A 10-core computer with only 2 performance cores does not meet this requirement
• Please check your system settings to confirm
• Memory: 8GB RAM minimum; Windows 11 (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 (Please use this in your interview)
• Must have a High School Diploma or equivalent
• Needed Coverage: Monday- Friday, 9:30am - 6:00pm EST
• Technical experience strongly preferred, experience in current CRMs