Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Paid Training
- Remote Work From Home
Company Overview