Inbound Call Center Customer Service Rep - On Site

Inbound Customer Service Representative (No Sales)

Status of Job: Hourly/based on call production, full time, non-exempt

Skill, Education/Experience Requirements : Contribute to a working environment based on pursuit of excellence, accountability, integrity, teamwork and respect. This is an entry level position requiring excellent language skills, proficient computer skills, and keyboard speeds of

• 35+ wpm.
• Good attendance is required
• Six months of inbound phone experience (Recommended) but not required
• One year Call Center Experience (Recommended) but not required

Reporting Relationship : Reports to the LegalShield Call Center Supervisor.

Primary Responsibilities/Essential Functions:

• Answer incoming calls from LS members
• Verify membership (member name, address and all phone numbers)
• Welcome members; explains the intake process
• Create new intake
• Obtain needed information from member regarding legal issue
• Gather appropriate information regarding opposing party for conflict check
• Summarize legal issue in Customer Portal and either transfer caller to specific attorney or place on the appropriate call back screen and explain call back procedures to member
• Take members requests to be un-referred/re-referred, note in Lawyer Connect and give to Referral Clerks
• Provide referral attorney information to members utilizing referral benefits
• Perform additional tasks as requested by supervisor

Cross-Training in the following areas both now and over time:

• Scheduler
• Letter Processing
• Referrals
• Inbound Document Processor
• Conflict Clerk
• Member Resolution

This position description reflects the general nature and level of essential work to be performed by employees assigned to this classification. It is not intended to be an exhaustive list of all responsibilities, duties, and/or skills required of the position. Employees may be required to assist with special/periodic projects outside of the defined scope of the job.

Davis Miles McGuire Gardner, PLLC is an at-will employer. As such, either you or Davis Miles McGuire Gardner PLLC may terminate your employment at any time, with or without cause.