Experienced Call Center Customer Service Agent - Providing Exceptional Support to Valued Customers Across the United States

Join Lido Labs, a Pioneer in Online Advertising, and Be Part of a Dynamic Team that Makes a Real Difference

Lido Labs is at the forefront of revolutionizing online advertising by connecting localized service providers with their next customer. With a commitment to making the internet a smaller place, we simplify the complexities of digital marketing through our proprietary suite of marketing tools and processes. As a Call Center Customer Service Agent, you will play a vital role in delivering exceptional customer experiences, driving brand loyalty, and upholding the high standards of our customer-centric organization.

About the Role

As a Call Center Customer Service Agent, you will be the primary point of contact for our valued customers, addressing their inquiries, concerns, and complaints via telephone conversations. Your expertise and dedication will ensure that our customers receive the support they need, fostering a positive and lasting impression of our brand.

Key Responsibilities

• Customer Service: Respond to incoming calls in a prompt and professional manner, providing accurate and empathetic support to customers. Offer clear and concise information about our products, services, policies, and procedures, striving to exceed customer expectations.
• Issue Resolution: Utilize active listening and problem-solving skills to identify customer needs and concerns, working towards effective resolution. Escalate complex or unresolved issues to the relevant supervisor or department as needed.
• Documentation and Record-Keeping: Accurately document customer interactions, inquiries, complaints, and resolutions in our call center database or CRM system. Maintain comprehensive and organized records to facilitate follow-up actions and future reference.
• Product and Process Knowledge: Stay up-to-date on our products, services, policies, and procedures, effectively communicating any changes or updates to customers. Continuously improve your product knowledge to provide accurate information and guidance.
• Communication and Professionalism: Maintain a professional and courteous tone throughout customer interactions, displaying excellent verbal and written communication skills. Follow call center guidelines and adhere to established scripts as applicable.
• Time and Task Management: Efficiently manage call volumes, ensuring adherence to established service level agreements (SLAs) and average handling time (AHT) targets. Handle multiple tasks simultaneously, such as processing customer orders, updating customer information, and resolving issues, while maintaining accuracy and quality.
• Team Collaboration: Collaborate with team members, supervisors, and other departments to ensure consistent and effective customer service delivery. Share knowledge and best practices to contribute to the continuous improvement of our call center operations.
• Customer Feedback and Reporting: Collect and analyze customer feedback, complaints, and trends, providing valuable insights and suggestions for improving customer experience, call center processes, and product/service enhancements.

Qualifications and Skills

To succeed in this role, you will need:

• A high school diploma or equivalent (some positions may require a college degree)
• Previous experience in a customer service or call center environment (preferred)
• Excellent verbal and written communication skills
• Active listening and problem-solving abilities
• Patience, empathy, and the ability to remain calm under pressure
• Strong computer skills and the ability to navigate multiple software applications
• Typing proficiency and accuracy
• The ability to work in a fast-paced environment and handle high call volumes
• Flexibility to work various shifts, including evenings, weekends, and holidays

Essential Requirements: You must live in the United States to be considered for this role.

What We Offer

At Lido Labs, we are committed to providing a supportive and inclusive work environment that fosters growth and development. As a Call Center Customer Service Agent, you will have the opportunity to:

• Develop your skills and expertise in a dynamic and fast-paced environment
• Collaborate with a diverse team of professionals who share a passion for delivering exceptional customer experiences
• Enjoy a competitive compensation package and benefits
• Take advantage of opportunities for career advancement and professional growth
• Be part of a company that is making a real difference in the world of online advertising

Our Culture and Values

At Lido Labs, we are dedicated to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on a foundation of:

• Innovation: We encourage creativity and innovation, embracing new ideas and approaches to solving problems.
• Customer-centricity: We are committed to delivering exceptional customer experiences, putting the needs of our customers at the forefront of everything we do.
• Teamwork: We believe in the power of collaboration, working together as a team to achieve our goals and objectives.
• Diversity and Inclusion: We celebrate diversity and promote inclusion, recognizing that a diverse and inclusive workplace is essential to our success.

Why Join Us?

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to join our team. As a Call Center Customer Service Agent, you will play a critical role in driving our mission to make the internet a smaller place. With opportunities for career growth and development, a competitive compensation package, and a dynamic and supportive work environment, we offer a compelling proposition for individuals looking to make a real difference.

Lido Labs is an Equal Opportunity Employer. We welcome applications from qualified candidates, regardless of their background, and are committed to providing a fair and inclusive hiring process.

If you are ready to take your career to the next level and be part of a team that is shaping the future of online advertising, we invite you to apply for this exciting opportunity.