Customer Success Specialist

ABC Legal Services•Puerto Rico, TX

1d•Remote

About The Position

ABC Legal Services is a national leader in service of process, with a team of 1,000 employees and more than 30 years in business. The Customer Support Specialist addresses and resolves customer questions and issues while providing a positive customer experience. The role corrects errors, follows up with process servers, moves orders forward, and provides information and updates. It works with other teams to ensure all necessary tasks are completed on orders. The position requires diplomacy, sound judgment, composure, and the ability to manage competing priorities. The position is remote and located in Puerto Rico.

Requirements

High school diploma or GED.
1–3 years of customer support or call center experience assisting customers over the phone.
Ability to read, write, and speak English.
Ability to transcribe information, review orders, investigate issues, and implement solutions.
Ability to perform repetitive tasks accurately.
Ability to maintain a high level of work product in stressful situations.
Ability to anticipate and circumvent issues.
Ability to implement new processes and changes and improve performance.
Typing speed of at least 55 words per minute.

Nice To Haves

Experience using Microsoft Outlook, Excel, and Word, a PDF editor, and phone systems.
Document manipulation experience.

Responsibilities

Respond to customer support tickets, answering questions and resolving issues related to existing orders.
Manage high-volume phone calls to assist customers with existing orders and help new customers place orders online.
Respond to emails and address questions and concerns from customers, internal departments regarding orders or payments, and process servers in the field.
Document issues in Confluence.
Visit court dockets to obtain information about case filing and occasionally retrieve filed papers.
Perform other job-related duties as assigned.