What are the responsibilities and job description for the Customer Support Representative position at Douglass & Runger PLLC?
A little about our culture...
We are proud to announce that Douglass & Runger, PLLC has been honored by Law Firm 500 as the 14th fastest-growing law firm in the U.S.A for 2023. This recognition highlights our commitment to fostering a positive and engaging work environment.
About Douglass & Runger..
At Douglass & Runger, PLLC, we are a growing estate planning and family law firm proudly serving clients across Tennessee & Texas. We provide you with peace of mind by guiding you through the legal complexities that follow the loss of a loved one. Additionally, if you are navigating a challenging divorce, we are here to protect the well-being of your children and safeguard your personal assets. Bring us your best. We’ll make your best better.
About the role...
We are searching for an outgoing, energetic, and motivated customer support professional to join our team! As a Customer Support Representative, You will serve as the main point of contact for clients, providing exceptional customer service and ensuring smooth communication between clients and the law firm.. The primary role of the Customer Support Representative is to deliver an awesome experience to our customers. A qualified Specialist thrives on going above and beyond on every interaction and will be the primary voice to our customers. This Specialist will not solve every problem on their own – but work within DR to assist and delight our customers.
Duties & Responsibilities
- Act as first point of contact for Douglass & Runger customers (Phone, email, chat)
- Respond to customer requests for assistance
- Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards
- Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
- Provide timely follow-up to customers and an exceptional support experience
- Provide thorough and complete case notes and documentation of customer issues
- Prioritize incoming issues and route to the appropriate resources for resolution
Qualifications & Skills
- Excellent customer service attitude
- Team player
- Demonstrated verbal and written communication skills
- Time Management and problem-solving skills
- Attention to detail and ability to collect and document detailed information regarding customer issues
- Ability to listen intently and understand underlying concerns
- Ability to empathize and relate to customers
- Ability to navigate any question or issue and direct customer to the right person or team to assist
- Demonstrated ability to maintain self-control while defusing stressful customer situations (High EQ)
- Ability to multi-task between varied support channels, effectively and professionally communicating with the customer based upon their desired channel (i.e. phone, live chat, email)
- Project Management, technical aptitude, and analytical skills a plus
Job Type: Full-Time, Exempt. Base Salary Benefits (Medical/Dental/Vision), 120 Hours PTO, 100% 401(k) Matching (up to 4%). M-F, Day-Time work schedule. Open to On-Site, Hybrid and 100% Remote work environments.
The base pay range for this position is $45,000 to $50,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.
Douglass & Runger is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.
Salary : $45,000 - $50,000
