Customer Service Representative (Remote)

ABC Legal Services

4h•Remote

About The Position

The Customer Support Specialist at ABC Legal Service is responsible for addressing and resolving all customer questions and issues, ensuring the best possible customer experience. This role involves correcting errors, following up with process servers, moving orders along, and providing information and updates. The specialist will collaborate with other teams to ensure all necessary tasks on orders are completed. This customer-focused position requires diplomacy, quick thinking, and the ability to manage multiple priorities under pressure. Although remote, the position requires the candidate to be located in Puerto Rico.

Requirements

High school diploma or GED required
1-3 years of customer support or call center experience assisting customers over the phone
Document manipulation experience
Ability to read, write, and speak English
Ability to transcribe information, review an order, investigate issues and implement solutions
Ability to perform repetitive tasks with accuracy
Ability to maintain a high level of work product in often stressful situations
Ability to anticipate issues and circumvent them
Ability to implement new processes and changes and improve performance
Typing speed of at least 55 wpm

Nice To Haves

Experience using computer programs such as Microsoft Outlook, Excel and Word, PDF Editor and phone systems

Responsibilities

Respond to customer support tickets, including answering questions and resolving issues related to existing orders
Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online
Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field
Document issues in Confluence
Visit court dockets for information on case filing and occasionally pull filed papers
Perform other job-related duties as assigned