Outbound Customer Service Representative

Summary

Join ABC Legal Services as a Coverage Specialist and manage all aspects of the coverage process for assigned hearings. You will onboard and train attorneys, handle hearing coverage conflicts, and maintain key performance metrics. This remote position, based in Puerto Rico, requires excellent communication and customer service skills. You will also be responsible for updating clients on hearing statuses, answering calls, and escalating complex issues. The role involves continuous improvement of systems and processes, participation in team meetings, and suggesting pricing adjustments. You will also serve as a backup contact for attorneys.

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
• Proficiency in English, including strong writing and communication skills, is essential for this role

Responsibilities

• Manages Coverage Kanban to ensure all assigned hearings are covered in a timely manner
• Provides on-boarding for attorneys to include but not limited to: online training, walk through, instructions, and 'Frequently Asked Questions
• Works with existing network attorneys to cover hearings when conflicts arise with time, fees, or defendants
• Responsible for covering timely and late hearing assignments, following approved processes and standards
• Maintains a solid grasp and regularly references the Coverage Guidelines available in the 'Coverage Handbook
• Maintains set goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), efficiency (one hearing per one hour logged)
• Multi-tasks to ensure that all assigned hearings are worked in a timely fashion
• Regularly updates client on the status of their hearing to avoid canceled or dropped hearings
• Answers incoming calls as a backup providing basic information regarding hearings and schedules, referring complex matters where appropriate
• Follows 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
• Refers difficult or complicated customer services complaints to the appropriate personnel, with complaint summary/documentation
• Keeps Manager informed of coverage needs, hearing issues, and other details regarding daily work concerns
• Identifies and suggests ideas for improving system and processes
• Attends regular Coverage and SCRUM Meetings. Prepares and participates as appropriate
• Suggest changes in County Pricing when hearings show an increase is in order
• Serves as the backup connection to the attorneys, which includes reactive customer service (calls, chats, tickets, emails, etc. from attorneys)
• Performs 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