The LinkedIn Consumer Specialist is responsible for providing high quality telephone and email support to LinkedIn members. This position must respond to advanced inquiries regarding the LinkedIn suite of products and tools and support and troubleshoot LinkedIn issues as well as assist in resolution for customers. The position is expected to complete phone and email inquiries from customers in a high quality, timely and precise manner.   RESPONSIBILITIES: 

• Respond to service requests and customer inquiries via telephone and email
• Initiate calls to premium customers, when appropriate, to answer questions and help resolve issues
• Serve as the single point of resolution for the customer
• Assist customers with product information and site navigation. Ensure that new customers are familiar with LinkedIn procedures and processes that will impact their ability to manage their on-line businesses
• Research and resolve inquiries verbally, in writing, and on-line
• Provide feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues
• Responsible for attending ongoing training and developing knowledge relating to business networking, recruiting and placement
• Accurately record customer trends using internal tools
• Perform related duties as assigned

 BASIC QUALIFICATIONS:

• High school diploma
• 3+ years of experience in one or more of the following areas: Customer Support, Sales, Marketing, Human Resources or Account Management
• Internet experience

PREFERRED QUALIFICATIONS:

• BA/BS degree preferred or equivalent work experience
• Direct work experience in dealing with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the customer
• Customer communication experience in both phone and email support.  Soft-skills training is highly preferred
• Experience using Microsoft office products including:  Excel, Word, Outlook, and PowerPoint
• Strong proficiency with the internet, including the ability to explain Internet functionality to customers via telephone and email
• Ability to multi-task using different media
• Strong working knowledge of PC based Internet and software applications
• Results-oriented to meet and exceed assigned customer satisfaction goals
• Excellent internal and external communication skills. Quality and detailed oriented, yet understand the level of detail appropriate for the situation
• Truly understand customer needs and serve as an advocate for the customer’s interests within the LinkedIn organization
• Team player with demonstrated ability to execute across a cross-functional team