Customer Service Specialist

FLSA Status : Non-Exempt

Title : Client Service Specialist

Reports to : Call Center Manager

Hourly / Salary : Hourly

We are a mission based law-firm dedicated to advocating and advising clients who are experiencing Financial Hardship. We believe that legal services should be accessible to all Americans by affordability and approachability.

As the first point of contact for our valued clients, you play a vital role in the success of the company. We are looking to expand our existing staff that assists, advises, and liaisons between our clients and the legal team.

We are searching for empathetic problem solvers who can provide exceptional customer service in addition to sharp notation abilities.

An ability to work in fast-paced and quickly changing landscape is a must as we are a quickly growing company. At this time, we are exclusively contacting candidates who actively reside in Texas and North Carolina.

Responsibilities :

• Answer incoming client calls 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.
• Excellent verbal and written communication skills, 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.

Qualifications that Predict Success

Experience :

• 2 years of Customer Servic experience or an equivalent mix of education and experience.
• Empathetic and understanding approach to clients who may be in duress.
• 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 and with a team 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 to advanced proficiency with CRM systems, Google Suite, and related operation services software applications.

Language Skills :

• Ability to read and interpret documents.
• Ability to speak fluently in English (and / or Spanish if applicable) by telephone, to clients or employees of the organization.

Compensation : Hourly rate commiserate with experience between with significant room to grow. Our staff enjoys an internal growth model, bi-annual performance evaluations which are tied to merit increases.

Several managers and leaders within the company have grown within from Customer Service to manage teams.

Remote work-station expectations : Reliable wi-fi, quiet workplace free of distractions, and working computer with audio capabilities required.

Supplemental stipend for small ticket items will be provided.

We appreciate all applications, but only those selected for an interview will be contacted. We are only contacting applicants who actively reside in Texas and North Carolina at this time.

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.