[Remote] Contact Center Agent

Note: The job is a remote job and is open to candidates in USA. Walker Advertising has been connecting law firms with underserved communities since 1984. As a Contact Center Agent, you will be the first point of contact for individuals seeking legal assistance, engaging with them through various communication channels to connect them with appropriate services while ensuring high customer satisfaction.ResponsibilitiesDeliver exceptional customer service through effective phone, chat, and text communicationUse active listening and discovery to understand each consumer’s situation and guide them toward the most suitable legal solution, driving successful client transfersHandle customer concerns, and provide appropriate solutions and alternatives within the time limitsMaintain a professional and customer-oriented demeanor to provide a positive caller experienceAccurately input and update customer informationMeet or exceed performance metrics, including response times and customer satisfaction benchmarksEfficiently prioritize and manage time to navigate high call volumes while maintaining quality standardsCollaborate with the team to ensure seamless operations and uphold Contact Center proceduresSkillsPrevious collections, customer service, inside sales, or telemarketing experience preferredProven ability to meet or exceed sales goals, quotas or conversion targets in a call center or customer facing rolesExceptional customer service skills with strong oral and written communication abilitiesMotivated self-starter with a strong ability to thrive in incentive-driven, goal-oriented environmentsProficiency in problem-solving, multitasking, and prioritizing tasks in a time-sensitive environmentInterpersonal skills to effectively handle customer interactions in a calm, clear, and professional mannerAccess to reliable internet connection and necessary computer equipment for job dutiesTyping speed of at least 35 words per minute with accuracyA customer-oriented mindset and a strong commitment to continuous improvementMust be able to work full-time and be available on both weekend daysBenefits3 Weeks Paid Time Off12 Weeks of Guaranteed Paid Parental LeaveComprehensive Insurance Coverage (Medical, Dental, Vision, etc.)401(k) Retirement Savings PlanWellness Initiatives/Employee Assistance ProgramRewards and Recognition ProgramsCareer Development OpportunitiesCompetitive compensation with bonus opportunities based on performance and conversionsCompany OverviewA provider of legal marketing services It was founded in 1984, and is headquartered in Torrance, California, USA, with a workforce of 201-500 employees. Its website is http://www.walkeradvertising.com/.