Customer Service Representative

Summary

Join ABC Legal Services, a national leader in legal document filing, as a Customer Support Specialist! Based remotely in Puerto Rico, you will address customer questions and issues, ensuring a positive experience. Responsibilities include managing high-volume phone calls and emails, resolving order-related problems, and collaborating with other teams. You will need 1-3 years of customer support experience, proficiency in using computer programs, and excellent written and verbal communication skills. We offer competitive benefits including health, dental, vision insurance, 401(k), disability insurance, paid time off, and a referral program.

Requirements

• High school diploma or GED required; 1-3 years of customer support or call center experience assisting customers over the phone
• Document manipulation experience
• Ability to read, write, and speak English
• Ability to transcribe information, review an order, investigate issues and implement solutions
• Ability to perform repetitive tasks with accuracy
• Ability to maintain a high level of work product in often stressful situations
• Ability to anticipate issues and circumvent them
• Ability to implement new processes and changes and improve performance
• Typing speed of at least 55 wpm
• Proficiency in English, including strong writing and communication skills, is essential for this role

Responsibilities

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders
• Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online
• Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field
• Document issues in Confluence
• Visit court dockets for information on case filing and occasionally pull filed papers
• Perform other job-related duties as assigned

Preferred Qualifications

Technology Driven; Experience using computer programs such as Microsoft Outlook, Excel and Word, PDF Editor and phone systems preferred

Benefits

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