LMS - Specialist

LMS - Specialist is responsible for handling incoming calls from clients’ customers. This position provides customer service support and resolution of routine questions related to client’s services or in-store offerings, working collaboratively with other team members and departments to ensure customer satisfaction and loyalty. Additionally, this role will oversee the activities of other team members within the team.

• Respond to incoming calls, chats and emails from customers in a prompt and professional manner, ensuring the customer receives the highest level of service. 

• Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures. 

• Understand the company's products or services to effectively address client questions and concerns.  

• Identify customer needs through active listening, researching issues, resolving problems, and providing solutions.  

• Document tickets (calls, chats and emails) in the call center database. 

• Follow specific scripts or call flows to ensure accuracy of information provided.  

• Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer.  

• Attend training sessions and team meetings to enhance skills and knowledge. 

• Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary. 

• Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions. 

• Show a willingness to learn new things and adapt to company guidelines and procedures. 

• May perform other administrative duties as assigned. 

Required Skills/Abilities: 

• Strong written, phone and verbal communication skills along with active listening. 

• Exceptional communication and interpersonal skills. 

• Empathy and customer-oriented approach. 

• Ability to handle multiple tasks and prioritize effectively. 

• Proficient in call center software and technology. Experience with Zendesk is a plus. 

• Strong problem-solving skills to address and resolve customer issues efficiently. 

• Proven track record of reliability.
• Willingness to work in 24 * 7 work environment.
• Willingness to work on weekends with scheduled week offs as per business requirement.

Education and Experience: 

• High school diploma or equivalent. 

• Experience in a customer support role or a related role in American process.  

• Remote-work experience preferred and demonstrated ability to work independently.