FLSA Status: Exempt
Reports to: Call Center Manager
Department: Client Services
Direct Reports: 0
Company Overview:
Join our dynamic and mission-driven law firm located in the Financial District as we embark on our journey to assist Americans in fighting their debt and achieving financial freedom. We are a young firm, blending the professionalism of an established practice with the innovation and mission-focus of a startup.
The why:
Consumer Legal Group just celebrated its two-year anniversary! We are looking for strong additions to advocate for our clients and contribute to the continued expansion and success of our current team. Our clients rely on us to provide compassionate and effective legal support, guidance, counseling and litigation services as we assist them in navigating and resolving their current hardships. As a growing company, we are constantly looking for ways to improve our service and make an overall impact on our client's lives.
Responsibilities:
- Answer incoming client calls in English (Bilingual Spanish a plus) and respond to inquiries in a professional and timely manner.
- Provide accurate information regarding their case, our services, and company policies to clients.
- Assist clients in resolving billing issues.
- Identify and escalate complex or unresolved client issues to the appropriate department.
- Keep detailed and accurate records of client interactions in our CRM, transactions, comments, and complaints.
- Handle clients feelings with empathy and find appropriate solutions to resolve issues.
- Follow up with clients to ensure their concerns are resolved and their satisfaction is achieved.
- Stay up to date with company policies.
- Collaborate with team members and other departments to improve customer service procedures and overall customer experience when necessary.
- Meet individual and team targets for call resolution, customer satisfaction, and quality assurance.
Qualifications that Predict Success
Experience:
- 2 years of Customer Service experience or an equivalent mix of education and experience.
- Empathetic and understanding approach to clients who may be stressed.
- Strong problem-solving abilities, capable of resolving client issues efficiently and effectively.
- Strong organizational skills and attention to detail to maintain accurate client records.
- Ability to work independently with minimal supervision while adhering to deadlines and maintaining a high level of productivity.
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
Computer Skills:
- Intermediate proficiency with CRM systems, Microsoft Outlook, Word, PowerPoint, Excel, and related mail operation services software applications.
Language Skills:
- Ability to read and interpret documents.
- Ability to speak fluently in English and Spanish, both in person and by telephone, to clients or employees of the organization.
- Excellent verbal and written communication skills in both languages, with the ability to learn about, and comprehend potentially complex legal concepts and convey them clearly to clients.
- Exceptional customer service skills with a focus on client satisfaction.
Compensation: Starting hourly rate between $20-25. Our staff enjoys an internal growth model, annual performance evaluations, work from home Fridays among other benefits. Several managers and leaders within the company have grown from Customer Service to manage & run teams, departments, etc.
We appreciate all applications, but only those selected for an interview will be contacted.
EEO Compliance: Consumer Legal Group is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all qualified individuals regardless of race, color, religion, gender, sexual orientation, age, national origin, disability, or veteran status.
