Customer Review Specialist

Palmetto State Armory L•Columbia, SC

8h•Onsite

About The Position

The purpose of this role is to serve as the primary point of contact for members delivering clear, accurate support for members to RTBA.

A high school diploma or equivalent
A minimum of 3 years of customer service experience required
Excellent verbal and written communication
Attention to detail required
Speak clearly and consistently throughout the day
Hear and understand clients over the phone
Must be 18 years or older.
Applicants must provide information for export control screening, which will be reviewed for compliance.

Serve as the first point of contact for members via phone, email, and chat, addressing inquiries related to legal defense coverage and services.
Provide clear, accurate information about membership benefits, policies, and procedures in a professional and empathetic manner.
Assist members during high-stress or urgent situations by guiding them through next steps and connecting them with appropriate resources.
Document all customer interactions thoroughly and accurately in the company’s systems.
Escalate complex or sensitive issues to supervisors or legal support teams as needed.
Maintain strict confidentiality of member information and case details.
Follow established protocols and compliance guidelines related to legal defense services.
Resolve customer concerns and complaints efficiently while ensuring a positive experience.
Collaborate with internal departments (e.g., legal, billing, membership services) to ensure timely issue resolution.
Stay up to date on company policies, service offerings, and relevant legal processes.
Support onboarding of new members by explaining services and answering initial questions.
Identify trends in customer inquiries or issues and provide feedback to improve processes and services.
Meet performance metrics such as response time, resolution time, and customer satisfaction standards.
All other duties as assigned.