Customer Service Coordinator (Registered Agent) – Hybrid (Nationwide) R0060675

Wolters Kluwer•Austin, TX

18d•$40,500 - $69,150•Hybrid

About The Position

As a Customer Service Coordinator (Registered Agent), you will use extensive knowledge and advanced operational skills in the corporate and registered agent industry to support key customers, team members, and other departments. You will solve complex issues and work to improve customer satisfaction and engagement. You will coordinate project requests, serve as an information, training, and project management resource, and communicate directly with clients in writing and verbally. The position calls for strong organization and time management, attention to detail, project management, adaptability, task delegation, and professional customer service and communication. The role is suited to candidates with a proven track record and tenure in the corporate and registered agent industry. This is a hybrid role. The description states that employees come together in the closest office within 50 miles eight days a month, and also describes a schedule of two days in the office and three days remotely. The position reports to the Manager, Customer Service and is part of FCC | CLC - Registered Agent Solutions Inc. – Wolters Kluwer. Shift hours are 7:30 a.m.–4:30 p.m. Pacific or 8:00 a.m.–5:00 p.m. Pacific. No travel is required. The role provides corporate services support, including complex customer onboarding, processing and tracking corporate filings and document requests, managing orders from inquiry through invoicing and follow-up, and addressing specialized customer issues. It also supports client account setup and maintenance, customer education and training, service renewals and upselling opportunities, team training and mentoring, and collaboration with other departments. This is not a supervisory position.

Requirements

High school diploma or equivalent required.
Ability to effectively present information and respond to questions from internal and external customers whose first language is English.
Strong organization and time-management skills, meticulous attention to detail, project management skills, adaptability, ability to delegate tasks or project segments, and professional customer service and communication skills.
Advanced operational knowledge of corporate and registered agent industry processes.
Fluent knowledge of corporate document retrievals, including plain and certified copies, good standings, certificates of fact, certificates reciting, and tax status or good standings.
Knowledge of filings across all 50 states, including incorporations, formations, qualifications or registrations, amendments, annual reports, reinstatements, dissolutions, DBAs, apostilles, and legalizations.
Experience with complex 50-state filings, including mergers, conversions, re-domestications, withdrawals, tax clearances, and address changes.
Strategic verbal and written communication skills; complex problem-solving ability; advanced analytical skills; comprehensive product and service knowledge; expert-level CRM system use and management; customer advocacy; interdepartmental collaboration; and advanced training capabilities.

Nice To Haves

Five or more years of exclusive experience in the corporate and registered agent industry, or similar content knowledge gained in an in-house legal team, law firm, or CPA firm position.
Bachelor’s degree and/or five or more years of experience in corporate services or the registered agent industry, or similar content knowledge gained in an in-house legal team, law firm, or CPA firm position.

Responsibilities

Provide direct support to and collaborate with other RASi corporate team members and other departments.
Communicate with clients regarding corporate services.
Manage complex onboarding processes for large or high-profile customers.
Respond to and resolve requests, queries, issues, and concerns from clients, affiliates, and vendors or correspondents by phone and email.
Manage the entire order process, from initial client inquiry through processing, invoicing, and follow-up.
Prepare, review, and file corporate documents, including formation documents, amendments, assumed business names, newspaper publications, annual reports, mergers and conversions, withdrawals and dissolutions, pre-clearance documents, tax clearance requests, and reinstatements or revivals.
Obtain certificates of status from state and revenue departments; conduct name availability and status searches; produce verbal bring-down reports; file and track name reservations and registrations; and obtain miscellaneous public record documents.
Process apostilles, document authentications, and legalizations.
Act as the main point of contact for high-priority customers.
Address non-standard customer inquiries and troubleshoot specialized issues.
Analyze customer renewal and upselling opportunities, collaborating as needed with sales and product teams to improve customer experience.
Review deliverables and invoices before sending them to clients.
Assist with initial client account setup and maintenance.
Educate customers about and promote additional services, including Registered Agent Services, transactional services, FEIN services, corporate kits and supplies, business license renewals, and annual report services.
Assist clients with questions about online accounts, tools, and services, including specialized training tailored to customer needs.
Create and maintain filing fee and requirement reference charts.
Answer phone calls and route them to the appropriate department.
Assist the manager with training and mentoring new and existing team members.
Perform other duties of a similar or lesser nature as required.