Outbound Customer Service Representative

Outbound Customer Service Representative

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

• 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.