Client Services Specialist I - Pittsburgh

LINQ is a client-focused company seeking a Client Services Specialist I to join their team in Pittsburgh, PA. This entry-level role serves as the first point of contact for clients, providing exceptional customer service and support through email ticket service to ensure client satisfaction and loyalty.

Responsibilities

• Respond to client e-mail support tickets 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 escalate 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
• Develop through experience and training courses a working knowledge of key processes and procedures of multiple vendor platforms
• Utilize internal messaging systems to communicate and coordinate with peers and supervisor
• Other duties as assigned

Skills

• 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 pass a criminal history background check
• Ability to work a Flexible work schedule
• Fluent (capable of conducting all job responsibilities) in Spanish and/or French
• Proficiency in using CRM software
• One year of customer service experience
• Prior experience with Salesforce
• Understanding of cellular services and markets
• Basic knowledge of mobile devices set-up, usage and backup functions

Benefits

• Pre-approved overtime
• Performance-based incentives
• Generous medical, dental, and vision insurance benefits
• Fully funded HRA with medical plan
• Optional dependent care FSA
• Employer-paid Life/ADD insurance
• Employer-paid Employee Assistance Program (EAP)
• 401(k) plan plus match and immediate vesting
• PTO/Flexible time off
• Sick leave
• Paid parental leave
• Paid medical leave for pregnancy and childbirth
• Compassionate leave
• Jury Duty leave
• Voting leave
• Unpaid FMLA leave
• Unpaid personal leave
• Military leave
• 11 paid holidays per year
• 3-week paid 5-year sabbatical
• Pet Insurance option
• 12 free Ubers rides per year
• Catered in-office lunches

Company Overview