Index Client Services Manager managing customer retention, adoption, and satisfaction across the Americas region with a focus on client experience. Collaborating with teams to enhance onboar...
About the role
- Client Service Center Representative managing inbound inquiries and providing support for legal services. Engage with clients through phone, chat, and email to enhance their service experience.
Responsibilities
- The Client Service Center Representative is responsible for delivering on our mission of creating the world’s best legal service for working families.
- You will handle inbound calls from customers in order to provide and process information in response to inquiries, concerns, and requests about products & services included in the legal plan offering.
- You will provide support for the member website and digital capabilities.
- Client Service Representatives will support the CSC department to deliver on strategic and departmental service level goals.
- Answer on average 55-60 inbound phone calls per day lasting on average 5-6 minutes from current members, potential members and plan attorneys.
- Calls can pertain to providing information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests and/or attorney referrals.
- Support members with website support and self-service capabilities.
- Process enrollment/cancellation requests.
- Record eligibility inquiries when a client does not appear as an eligible plan member.
- Record client inquiries for plan members with in-network attorney service issues.
- Work in a ticketing system to make call notes and/or updates for all contacts.
- Assist with on-the-job mentoring of new CSRs as needed.
- Assist with servicing members through chat and email contact channels if assigned.
- Other duties as required or assigned.
Requirements
- 2-5 years minimum of customer service experience
- Positive attitude with outstanding communication skills
- Ability to think critically, problem solve, communicate and manage task execution
- Ability to interact effectively with other associates at all levels of the organization
- Ability to interact effectively with all callers over the phone
- Ability to learn and effectively navigate relevant computer systems
- Be able to express empathy and trouble-shoot problems in a positive manner
- Strong communication, client service, and time management skills
- Previous experience working in a CRM, such as Zendesk or with cloud-based phone system technology
- Actively applies feedback and strives to improve performance to meet or exceed departmental and individual goals
- Knowledge of and proficiency in Microsoft Word, Excel and database management
- Strong written communication skills
- The ability to fluently read, write and speak Spanish
- Bachelor’s degree from an accredited university
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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