Outbound Customer Service Representative (Remote)
About ABC Legal Services:
ABC Legal Services is proud to be the nation's leading service of process and court filing company. Docketly is a subsidiary of ABC Legal Services, providing appearance counsel, covering simple creditors rights hearings. We find attorneys to stand-in on short, procedural hearings. We are looking for a team player that can roll up their sleeves and learn from the bottom up and be able to pick up multiple job duties quickly, and efficiently. We are growing and are looking for talented new team members to support our growth and solve exciting challenges!
Job Overview:
The Coverage Specialist is responsible for managing all aspects of the coverage process for all hearings assigned. Regularly interacts with attorneys to provide onboarding, training, additional hearing acceptance and customer service. This position is remote but must be located in Puerto Rico.
Key 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.
Qualifications:
Must have experience in team building.
Prior experience with phone sales, instruction, education, coordination, or similar prior duties helpful, but not required.
Legal experience or education helpful, but not required.
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
Being a Docketly employee means:
Comprehensive Medical, Dental Vision Coverage
401K plan with company matching
Transit benefits
Excellent growth opportunities
Starting Pay: $12.00 to $14.00 per hour
Schedule: Full-time, Monday through Friday, 9:30am to 6pm MST
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