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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.

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