Customer Service Representative

Summary

Join ABC Legal Services, a leading service of process and court filing company, as a Customer Support Specialist! In this role, you will be the first point of contact for all support inquiries from attorneys and clients via various channels. You will handle chats, tickets, and calls, ensuring timely and professional responses. You will also manage support systems, escalate urgent issues, and maintain updated handbooks. This position requires excellent communication and technical skills. We offer a supportive team environment and opportunities for growth.

Requirements

• Must be technically savvy
• Must be detail oriented
• Must have excellent verbal and written communication skills
• Proficiency in English, including strong writing and communication skills, is essential for this role

Responsibilities

• Handles initial client and attorney chats on intercom in a timely, friendly, professional manner
• Responsible for all support tickets and assignments though Jira. Follows up with customers in a timely manner
• Serves as the lead operator in answering all incoming calls
• Knows when to escalate urgent matters to the appropriate person whether that be the client or supervisor. Continues to follow up with parties until resolved so that nothing is dropped
• Effectively manages support widgets/systems to ensure that nothing sits too long without response
• Follows good customer service standards in all aspects of the job to include but not limited to: identifying self/position/company to customer, using professional language and titles always, extending information in a complete fashion, documenting customer complaints (verifying information and stating date/time to respond to concern), following up in a timely manner, and completes call with a cordial comment
• Works closely with the operations and success teams as issues arise
• Responsible for updating the client, attorney, and operations handbooks as assigned or when deemed appropriate
• Utilizes the iteration process to capture and manage approved innovative improvements
• Follows the standards and procedures in all handbooks with the intent to meet and or exceed set goals
• Performs other duties as assigned

Preferred Qualifications

Prior customer support experience preferred

Benefits

• Comprehensive Medical, Dental Vision Coverage
• 401K plan with company matching
• Transit benefits
• Excellent growth opportunities
• Starting Pay : $12.00 to $14.00 per hour