Job Description

Job Description - This is a Flex Time (Part-Time + additional On-Call) 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 who 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
• 3-5 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: Must have more than 4 cores 
• 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: Part Time+On Call: Guaranteed 25 hours per week. May flex up to 40 hours per week based on client's needs and workflow. Shifts vary between 9:00am-6:00pm EST. Shifts are typically between 4-8 hours long. 

Pay: $18.00 per hour 1099 contract

Hours: No Overnights, must be flexible, weekends may be required by the client 

Benefits:

• Work from home

Experience level:

• 3-5 years

Work setting:

• Remote

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