Call Center Customer Service Specialist - Legal background

Description:

Summary:

• The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:

• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Skills:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage one’s time.
• Ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience

• High school diploma or GED preferred.
• * 2-4 years customer service related experience required.

Reason/motivation for request:

• Addition to support team while employee is on maternity leave.
• * This role is critical to the management or our Legal accounts. We are not always able to resolve default situations through repossession so our Legal Reps help to continue to work these accounts to resolution.
• This role will provide exposure within the Customer Accounts Team but also the broader North America Business Center to provide the candidate with the best opportunity in finding long term employment with client Financial.
• This role will also provide the candidate with opportunity to complete independent work to manage their accounts as well as improve communication skills with internal partners and customers.

Typical task breakdown:

• Manage replevin cases and bankruptcy cases for region of the US.
• Produce legal buyouts, perform write-offs, organize legal repos, and produce legal packages for our partners in the Legal Team.

Interaction with team:

• Daily interaction with peers on the team as well as representatives from Legal Team.
• Weekly and monthly meeting with immediate team and broader Customer Accounts Department.

Education & Experience Required:

• Bachelor’s Degree
• 2-4 years of Customer service experience

Technical Skills

(Required)

• General Microsoft Product knowledge (Word, Excel, Outlook)

(Desired)

• More advanced Excel and reporting skills.

Soft Skills

(Required)

• Good communication.
• Sense of urgency and ability to multitask and respond timely.
• Strong organization skills.
• Independent worker with good decision-making skills.
• Conflict resolution skills.
• Problem solver and negotiating skills.

(Desired)

• Legal background.

Work environment:

• We work remotely most days but do work in office on Tuesdays.
• We may come into the office other days depending on the needs (trainings, customer issues, meetings, etc.)

Notes:

At least 1 day in office per week up to 3 days in officemajor-latin;mso-fareast-font-family:Calibri;mso-fareast-theme-font:minor-latin;
mso-hansi-theme-font:major-latin;mso-bidi-theme-font:major-latin;mso-ansi-language:
EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA;mso-bidi-font-weight:
bold">8am-5pm

Job Type: Contract

Pay: $19.00 - $21.00 per hour

Expected hours: 40 per week

Shift:

• Morning shift

Ability to Commute:

• Nashville, TN 37203 (Preferred)

Ability to Relocate:

• Nashville, TN 37203: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $21