Experienced Remote Customer Service Representative – Delivering Exceptional Support and Driving Business Growth in the Legal Services Industry

Introduction to ABC Legal Services

ABC Legal Services stands as a beacon of excellence in the legal services industry, proudly leading the nation in the filing service of legal documents. With a rich history spanning over 30 years, our company has continuously advanced its technology and business processes, staying years ahead of the competition. Our headquarters in Seattle and offices in major cities like Los Angeles, Dallas, Miami, Brooklyn, Chicago, and Washington DC, underscore our commitment to providing unparalleled service across the country. As we continue to grow, we are seeking talented and dedicated individuals to join our team of 350 professionals, contributing to our mission of delivering exceptional customer experiences and solving complex challenges.

Job Overview: Customer Support Specialist

The Customer Support Specialist plays a pivotal role in our organization, addressing and resolving customer inquiries and issues with professionalism and courtesy. This critical position demands a unique blend of diplomacy, quick thinking, and the ability to multitask, ensuring that our customers receive the best possible experience. By working closely with other teams, the Customer Support Specialist guarantees that all necessary tasks are completed efficiently, reflecting our company's commitment to excellence and customer satisfaction.

Key Responsibilities

• Respond to customer support tickets in a timely and professional manner, resolving issues related to existing orders and providing accurate information and updates.
• Manage a high volume of phone calls, assisting customers with existing orders, guiding new customers through the online order placement process, and addressing any questions or concerns they may have.
• Effectively respond to emails, addressing customer queries, internal department inquiries related to orders or payments, and communicating with process servers in the field to ensure seamless operations.
• Document issues and resolutions in Confluence, maintaining detailed records for future reference and process improvement.
• Visit court dockets to gather information on case filings and occasionally retrieve filed papers, ensuring that our services are aligned with legal requirements and customer needs.
• Perform other job-related duties as assigned, demonstrating flexibility and a commitment to supporting the team and driving business growth.

Qualifications and Requirements

To excel in this role, candidates should possess a high school diploma or GED, coupled with 1-3 years of experience in customer support or call center environments, where they have successfully assisted customers over the phone. Proficiency in using computer programs such as Microsoft Outlook, Excel, Word, PDF Editor, and phone systems is highly preferred, as is experience with document manipulation. The ideal candidate will have the ability to read, write, and speak English fluently, transcribe information accurately, review orders, investigate issues, and implement effective solutions. A typing speed of at least 55 wpm is required, along with the ability to perform repetitive tasks with accuracy and maintain a high level of work product in stressful situations.

Essential Skills and Competencies

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
• Problem-Solving Skills: Proven ability to think critically, analyze issues, and implement effective solutions in a fast-paced environment.
• Technical Skills: Proficiency in using various software applications and systems, with a willingness to learn and adapt to new technologies.
• Customer Service Skills: A customer-centric approach, with a strong focus on delivering exceptional service, resolving issues promptly, and ensuring customer satisfaction.
• Teamwork and Collaboration: Ability to work effectively with cross-functional teams, supporting colleagues and contributing to a positive and productive work environment.

Career Growth Opportunities and Learning Benefits

At ABC Legal Services, we believe in investing in our employees' growth and development, providing opportunities for professional advancement and continuous learning. As a Customer Support Specialist, you will have the chance to expand your skill set, develop your expertise, and take on new challenges, contributing to your long-term career success. Our commitment to employee development includes training programs, mentorship, and feedback, ensuring that you have the tools and support needed to excel in your role and beyond.

Work Environment and Company Culture

Our company culture is built on the principles of excellence, integrity, and teamwork. We foster a collaborative and inclusive work environment, where every employee feels valued, respected, and empowered to contribute their best work. As a remote team member, you will be an integral part of our distributed workforce, working closely with colleagues across different locations to achieve our goals. We prioritize work-life balance, offering flexible scheduling and a comprehensive benefits package to support your well-being and success.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a hourly rate of $12.00, as well as a range of benefits designed to support your health, wellness, and financial security. These include:

• Health, Dental, Vision insurance
• 401(k) retirement plan
• Disability insurance
• Employee assistance program
• Paid time off
• Referral program

As a 100% remote position located anywhere in Puerto Rico, you will enjoy the flexibility and autonomy of working from home, with the support and resources of a dynamic and growing company.

Conclusion

If you are a motivated and customer-focused individual, passionate about delivering exceptional service and driving business growth, we invite you to join our team as a Customer Support Specialist. With a strong foundation in customer support, technical skills, and a commitment to excellence, you will thrive in this role, contributing to the success of our company and advancing your career. Apply today to embark on a rewarding and challenging journey with ABC Legal Services, and discover the opportunities and benefits that await you as a valued member of our team.