Legal Customer Service Representative I

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

16h•Remote

About The Position

The Outbound Legal Customer Service Representative (Legal CSR) acts as the first point of contact for our Pro-Driver members, answering and managing their inquiries for information or service. TVC Pro-Driver is a member of the Love’s Family of Companies and is a commercial driver’s license (CDL) protection subscription service with more than 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.

Requirements

High School Diploma (or GED) required (or relevant work experience)
2+ years customer service experience
Must be fluent in English
Working knowledge of MSOffice, data entry applications, Virtual Phone Systems, 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 outbound phone calls.
Place a minimum of 10 outbound calls by phone call, per hour.
Achieve and maintain a maximum 5-minute average call handle time.
Utilize a maximum of 30 minutes in Follow-Up status. (Follow-Up status is defined as time unavailable after a call.)
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.
Submit planned leave requests 6 or more business days prior to the time being requested.
Maintain good attendance by being present and available during assigned shifts.
Report directly to Supervisor 1 business day or more in advance for unplanned leave or emergencies.
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.)
Complete assigned training material to company standards (I.e. KnowBe4, Lessonly, Virtual, Ongoing Training and/or Instructor-Led.)
Staying aware of TVC Pro-Driver policies, plans, services, and procedures.
Perform all other duties as assigned and required.
Employee will be expected to handle inbound calls in the event the outbound call volume is low.