Outbound Customer Service Representative

Summary

Join ABC Legal Services as a Coverage Specialist and manage all aspects of the hearing coverage process. You will onboard and train attorneys, handle hearing assignments, maintain key performance metrics, and provide excellent customer service. This remote position, based in Puerto Rico, requires strong communication skills and experience in team building. You will be responsible for ensuring timely hearing coverage, resolving conflicts, and updating clients on hearing status. The role involves multitasking, problem-solving, and contributing to process improvements. Growth opportunities and competitive benefits are offered.

Requirements

• Must have experience in team building
• Must have excellent verbal and written communication skills
• Must reflect and retain a professional and technical savvy on the telephone

Responsibilities

• Manage Coverage Kanban to ensure all assigned hearings are covered in a timely manner
• Provide onboarding for attorneys to include but not limited to: online training, walk through, instructions, and 'Frequently Asked Questions
• Work with existing network attorneys to cover hearings when conflicts arise with time, fees, or defendants
• Be responsible for covering timely and late hearing assignments, following approved processes and standards
• Maintain a solid grasp and regularly reference the Coverage Guidelines available in the 'Coverage Handbook
• Maintain set goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), efficiency (one hearing per one hour logged)
• Multi-task to ensure that all assigned hearings are worked in a timely fashion
• Regularly update client on the status of their hearing to avoid canceled or dropped hearings
• Answer incoming calls as a backup providing basic information regarding hearings and schedules, referring complex matters where appropriate
• Follow good customer service standards in all aspects of the job including but not limited to: identifying self/position/company to customer, using professional language and titles always, extending the 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
• Refer difficult or complicated customer services complaints to the appropriate personnel, with complaint summary/documentation
• Keep Manager informed of coverage needs, hearing issues, and other details regarding daily work concerns
• Identify and suggest ideas for improving system and processes
• Attend regular Coverage and SCRUM Meetings. Prepare and participate as appropriate
• Suggest changes in County Pricing when hearings show an increase is in order
• Serve as the backup connection to the attorneys, which includes reactive customer service (calls, chats, tickets, emails, etc. from attorneys)
• Perform other duties as assigned

Preferred Qualifications

• Prior experience with phone sales, instruction, education, coordination, or similar prior duties helpful, but not required
• Legal experience or education helpful, but not required

Benefits

• Comprehensive Medical, Dental Vision Coverage
• 401K plan with company matching
• Transit benefits
• Excellent growth opportunities