LMS - Specialist

The LMS Specialist is responsible for handling incoming calls from clients and customers, providing customer service support, and resolving routine questions related to clients" services or in-store offerings. You will work collaboratively with other team members and departments to ensure customer satisfaction and loyalty. In addition, you will oversee the activities of other team members within the team. Your duties and responsibilities will include responding to incoming calls, chats, and emails from customers promptly and professionally, ensuring the highest level of service. You will provide accurate and complete information to customers using the applicable tools, resources, and outlined procedures. It is essential to understand the company's products or services to effectively address client questions and concerns. Identifying customer needs through active listening, researching issues, resolving problems, and providing solutions will be a key aspect of your role. You will also document tickets (calls, chats, and emails) in the call center database and follow specific scripts or call flows to ensure the accuracy of information provided. Meeting outlined performance metrics, attending training sessions and team meetings, using a positive and friendly attitude to connect with customers, and demonstrating professional communication skills over the phone are crucial responsibilities. You should be willing to learn new things, adapt to company guidelines and procedures, and may perform other administrative duties as assigned. Required Skills/Abilities: - Strong written, phone, and verbal communication skills with active listening ability - 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 a 24 * 7 work environment - Willingness to work on weekends with scheduled week offs as per business requirements Education and Experience: - High school diploma or equivalent - Experience in a customer support role or a related role in an American process - Remote-work experience preferred and demonstrated ability to work independently,