Experienced Outbound Customer Service Representative – Remote Coverage Specialist
At arenaflex, we're dedicated to providing exceptional service to our clients and partners. As a leading service of process and court filing company, we're always looking for talented individuals to join our team and help us achieve our goals. If you're a team player with excellent communication skills and a passion for delivering outstanding customer service, we want to hear from you!
About arenaflex
arenaflex is proud to be the nation's leading service of process and court filing company. Our subsidiary, Docketly, provides appearance counsel, covering simple creditors rights hearings. We're a dynamic and growing organization that's always looking for new challenges and opportunities to innovate. Our team is passionate about delivering exceptional service to our clients and partners, and we're committed to creating a positive and inclusive work environment.
Job Overview
As an Outbound Customer Service Representative – Remote Coverage Specialist, you'll play a critical role in managing all aspects of the coverage process for our clients. You'll regularly interact with attorneys to provide onboarding, training, and customer service, ensuring that our clients receive the highest level of service. This is a remote position, and you must be located in Puerto Rico.
Key Responsibilities
As a Coverage Specialist, you'll be responsible for:
* Managing Coverage Kanban to ensure all assigned hearings are covered in a timely manner
* Providing onboarding for attorneys, including online training, walk-throughs, instructions, and frequently asked questions
* Working with existing network attorneys to cover hearings when conflicts arise with time, fees, or defendants
* Responsible for covering timely and late hearing assignments, following approved processes and standards
* Maintaining a solid grasp and regularly referencing the Coverage Guidelines available in the Coverage Handbook
* Maintaining set goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), efficiency (one hearing per one hour logged)
* Multi-tasking to ensure that all assigned hearings are worked in a timely fashion
* Regularly updating clients on the status of their hearing to avoid canceled or dropped hearings
* Answering incoming calls as a backup, providing basic information regarding hearings and schedules, and referring complex matters where appropriate
* Following good customer service standards in all aspects of the job, including identifying self/position/company to customer, using professional language and titles always, extending the information in a complete fashion, documenting customer complaints (verifying information and stating date/time to respond to concern), following up in a timely manner, and completing calls with a cordial comment
* Referring difficult or complicated customer service complaints to the appropriate personnel, with complaint summary/documentation
* Keeping Manager informed of coverage needs, hearing issues, and other details regarding daily work concerns
* Identifying and suggesting ideas for improving systems and processes
* Attending regular Coverage and SCRUM Meetings, preparing and participating as appropriate
* Suggesting changes in County Pricing when hearings show an increase is in order
* Serving as the backup connection to attorneys, which includes reactive customer service (calls, chats, tickets, emails, etc. from attorneys)
* Performing other duties as assigned
Qualifications
To be successful in this role, you'll need:
* Experience in team building
* Prior experience with phone sales, instruction, education, coordination, or similar prior duties (helpful but not required)
* Legal experience or education (helpful but not required)
* Excellent verbal and written communication skills
* Ability to reflect and retain a professional and technical savvy on the telephone
* Proficiency in English, including strong writing and communication skills, is essential for this role
Being a Docketly employee means:
* Comprehensive Medical, Dental Vision Coverage
* 401K plan with company matching
* Transit benefits
* Excellent growth opportunities
Starting Pay: $12.00 to $14.00 per hour
Schedule: Full-time, Monday through Friday, 9:30am to 6pm MST
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us continue to provide outstanding service to our clients and partners.