Legal CSR (Spanish Bilingual - Outbound)

Love's Travel Stops & Country Stores•Oklahoma City, OK

3d•Remote

About The Position

TVC Pro-Driver, a member of the Love’s Family of Companies, is a commercial driver’s license (CDL) protection subscription service with over thirty-five years of experience assisting individual drivers and fleets in reducing or dismissing fines, preventing downtime for court, and protecting compliance, safety, and accountability (CSA) scores. This role involves providing excellent customer service through inbound and outbound phone calls, supporting members, attorneys, and associates. The position requires fluency in both English and Spanish, with the ability to translate calls, documents, and emails. The CSR will also be responsible for accurately noting member files, explaining procedures, and completing assigned training materials. Effective communication with management and maintaining good attendance are also key aspects of the role.

Requirements

High School Diploma (or GED) required (or relevant work experience)
2+ years customer service experience
Must be fluent in English/Spanish
Working knowledge of MSOffice, data entry applications and conducting internet searches
Keying speed of a minimum of 35 WPM
Exceptional communication and interpersonal skills with an emphasis on customer service, including telephone etiquette, voice quality, articulation and listening skills
Ability to work independently and with a team in a fast-paced environment
Fluent in virtual communications. (Emails, Instant Messaging and Calls)

Nice To Haves

Familiarity with legal terms is a plus

Responsibilities

Provide excellent customer service for members, attorneys, and associates through quality inbound and outbound phone calls
Achieve and maintain a maximum 6 ½ minute average call handle time
Handle a minimum of 7 inbound calls an hour, outbound calls as necessary
Utilize a maximum of 30 minutes in Follow-Up status.
Obtain specific information about membership and input into TVC personal portal
Precisely note member files that accurately reflects the interaction
Clearly explain and provide instruction to ensure the member completes any necessary paperwork, follows specific and applicable procedures for their situation
Support translation of inbound and outbound phone calls, document, and e-mail on behalf of members, attorneys, courts, associates, and/or providers from one language to another as required (for bilingual positions)
Perform all other duties as assigned and required
Complete assigned training material to company standards (I.e. KnowBe4, Lessonly, Virtual, Ongoing Training and/or Instructor-Led.)
Achieve and maintain effective, responsive, and prompt communications with Manager, Supervisor and staff through virtual channels (I.e. Email, Phone Call, Teams Instant Message and Teams Meetings.)
Report directly to Supervisor prior to scheduled shift for unplanned leave or emergencies.
Maintain good attendance by being present and available during assigned shifts
Submit planned leave requests 6 or more business days prior to the time being requested
Stay aware of TVC Pro-Driver policies, plans, services, and procedures.