Customer Service Representative

Job Description

About the Role

Customer Service Representative (CSR) – Remote

El Paso, TX

Qual Team

Remote

LQ Digital is performance marketing agency with a single mission: To help brands grow by acquiring their best customers.

The company is $50M+ in revenue and is profitable. It’s backed by private equity firm Housatonic Partners. LQ Digital has been in business for over 13 years and is headquartered in Oakland, CA with offices in Albuquerque, NM, Austin, TX, and Shelton, CT

Why LQ is outstanding at what it does: the company thinks less like marketers and more like economists, driving hard against unit economics and aligning itself with pay for performance models. It’s also sits on a trove of data, which helps guide better business decisions, benchmarks performance and refines lifetime value (LTV) model.

To continue our growth and success we need people on our team who enjoy talking to people over the phone to help them and our clients build successful, lasting relationships. Your typical day involves making and taking calls to and from customers to qualify them prior to transferring them to a sales representative at the client.

The conversations are primarily with people who have inquired about our clients’ services or our clients have an offer for their existing customers to get more from their current services. Our clients come from many different businesses that include mortgages, insurance, education, and other consumer services.

We are looking for people who take pride in getting the job done for our clients.

You will be a great fit with our team if you:

Are comfortable talking over the phone helping people

Have a positive, professional attitude

Are a highly motivated self-starter with a strong work ethic

Education: High school or equivalent (preferred)

Responsibilities:

Make and take customer phone calls

Successfully use scripts to guide conversations

Record information on the consumer conversation using LQ systems

Work with different clients and campaigns

Provide quality customer experiences

Job Requirements (Volunteer/non-profit work included):

Strong communication skills

Experience working with computers

A quiet work space that is free from noise or distractions

Previous call center or customer service experience a plus

Military sensitivity a plus

Must live in Texas

Technical Requirements:

Hardware Requirements (Minimum):

Computer Type: Windows-based Desktop or Laptop PC ONLY. (Apple/Mac, Tablets, Smart devices, Chromebook, & Android systems are NOT compatible)

Operating System: Windows 10

Screen Requirements: Minimum required screen resolution is 1366×768. If you have a laptop a separate monitor (19 or larger) is highly recommended

RAM: 4 GB (minimum)

CPU Processor Speed: Dual Core 2 GHz (minimum)

Free Disk Space: 20 GB (minimum)

USB Ports: 2 available (minimum)

USB Headset: Logitech H390 or equivalent

Mouse: Standard mouse. No touchpads.

Anti-Virus Enabled: Windows Defender or Microsoft Essentials (Pre-installed on most Windows systems)

Internet Requirements (Minimum):

Connection Type: Home DSL, Cable, or Fiber with wired Ethernet connection required. Private/public WiFi, WiMax, Satellite, dial-up, cellular, and/or Hotspots are NOT compatible

Connection Speed:Google Speed Test – Consistent 5mb download/5mb upload (more depending on household usage), Latency less than 300. Visit https://clients.amazonworkspaces.com/Health.html and check the US West (Oregon) to ensure your Speed Rating = ACCEPTABLE or FAST

– Modern smartphone required for two-factor authentication.

Salary: Starting at $15.00 per hour

Job Types: Full-time with flexible shifts available between 7 am and 7 pm MST

Benefits: We offer a competitive salary based on experience and a comprehensive benefits package:

Flexible work schedule

Paid Time Off

Medical, Dental, and Vision coverage

Medical/Dependent flexible spending account (FSA)

Health Savings Account (HSA)

401k

Short Term Disability

Life Insurance

Accident Insurance

Critical Illness Insurance

Personal Characteristics

TRUTH Has confidence in their convictions, can drive direction out of ambiguity and is excited by the challenge of questioning the status quo to get more out of marketing campaigns. Leverages data to find the truth and demonstrate insights.

HUSTLE This individual knows what hard work looks like and isn’t afraid to put in the extra mile to crush a goal.

PRIDE Is proud of the results delivered for clients and knows they are different than most teams. This is done without arrogance and in collaboration.

OWNERSHIP Knows how to create urgency for both clients and team members, with enthusiasm and straight talk-whatever the situation dictates. Wants to learn fast and find the next winner.

DRIVEN TO IMPROVE Open to candid feedback and brings initiative, humility and a strong desire to learn and grow in a start-up environment.

BEYOND SELF Wants to win as a team, as well as give back, add to and enhance the quality of our LQ way-of-life.

At LQ Digital, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role, but your experience doesn’t exactly align, we still encourage you to apply. You may be the right fit for this role or other roles.