Legal Services Department Customer Service Rep 🔥
Purpose / Role Summary
The Legal Customer Service Representative (Legal CSR) acts as the first point of contact for our Pro-Driver members, answering and managing their inquiries for information or service.
Reporting Line
The Legal CSR will report directly to the Legal Supervisor. The Legal CSR is not a supervisory-level position.
Job Functions
Includes duties that the employee must be able to perform, either unaided or with the assistance of a reasonable accommodation.
- Provide excellent customer service for members, attorneys, and associates through quality inbound and outbound phone calls
- Obtain specific information about membership and input into TVC personal portal
- Precisely note member files that accurately reflects the interaction
- Clearly explain and provide instruction to ensure the member completes any necessary paperwork, follows specific and applicable procedures for their situation
- Support translation of inbound and outbound phone calls, document, and e-mail on behalf of members, attorneys, courts, associates, and/or providers from one language to another as required (for bilingual positions)
- Perform all other duties as assigned and required
Qualifications
Education Requirements
- High School Diploma (or GED) required (or relevant work experience)
Professional Experience
- 2+ years customer service experience
- Experience in an inbound contact center environment is desired
Licenses, Certificates, Credentials, and Other Requirements
- Must be fluent in English and proven fluency in English/Spanish if applying for bilingual position.
- Additional languages preferred: Spanish, Hindi, Punjabi, Russian and/or Arabic
- Working knowledge of MSOffice, data entry applications and conducting internet searches
- Keying speed of a minimum of 35 WPM
Skill Sets
- Exceptional communication and interpersonal skills with an emphasis on customer service, including telephone etiquette, voice quality, articulation and listening skills
- Ability to work independently and with a team in a fast-paced environment
- Familiarity with legal terms is a plus
Position Requirements
Physical Requirements
- Some travel required.
- While performing the duties of this position, the employee may be required to: Stand, walk, sit for long periods of time, use hands to handle or feel objects, reach with hands and arms, climb stairs and/or ladders, maintain balance, stoop, kneel, crouch or crawl, talk or hear.
- Specific vision abilities may include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
Environmental
- Position will be assigned to an office work environment
- Employee will be exposed to weather conditions prevalent at the time (including occasional visits to Corporate Office, if applicable).
- The noise level in the work environment is usually moderate.
Schedule
-
40 hours per week (overtime as needed)
- Monday Friday, 8:00 am 5:00 pm
- Monday Friday, 11:00 am 7:00 pm
- Monday Friday, 7:00 am 4:00 pm
Location
- The location assignment is remote.
- This location is subject to change and/or the position may be required to operate in additional locations.