Customer Service Representative (Remote)

ABC Legal Services is a national service-of-process company focused on technology-enabled legal support operations. The Customer Service Representative addresses customer questions and issues, supports existing and new orders, coordinates with internal teams and process servers, and provides updates while managing multiple priorities.

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

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