What are the responsibilities and job description for the Customer Support Associate position at First Legal Network LLC?
Position Summary:
The role of a Customer Support Associate is to assist with client communication by providing daily/weekly updates, review orders submitted and provide excellent customer service to clients.
Job Qualifications:
- High School diploma or GED, Proficient in Excel
- Great communication abilities, including written and verbal communication.
- Patience, empathy, and professionalism
- Good problem-solving and decision-making capabilities
- Effective time management, prioritization, and multitasking skills
- Strong attention to details
- Must be dependable, reliable, and flexible with a strong work ethic
- Provide excellent customer service through multiple channels
- Generate accurate and timely information requested by customers
- Ability to work independently and autonomously
- Capability to work efficiently in a fast-paced environment
- Effectively meet key performance metrics
Job Duties:
- Assist CSR with client communications as it pertains to orders (i.e., fees, film breakdowns, authorizations, no records, etc.)
- Provide invoice review and clarification to clients
- Handle field agent calls or emails
- Research, update, correct "location information" (custodian of records)
- Make expediting calls to locations to obtain records
- Make expedited calls to clients to update the status of an order
- Take incoming expediting calls, CSR calls, and return all inquiries regarding orders
- Follow-up on all CSR emails daily
- Handle escalations from both custodians of records and clients
- Mail reminder letters and additional documents
- Pay location invoices via check or credit card
- Enter any credit card payments in the customer relations database (Wincopy)
- Scan checks in AOL
Schedule/Location:
- Schedule: Monday-Friday 8:30am-5:00pm PST or 8:30am-5:00pm EST (training will be on PST)
- Remote - Must reside in CA, NV, AZ, TX, NY, FL, IL, PA, MI, UT, WA, WV, CO, CT
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Benefits Offered:
- Medical, Dental, and Vision coverage
- Paid Time Off (PTO)
- Internet Stipend
- And much more!
About First Legal:
We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.
First Legal is the first truly comprehensive File Thru Trial™ solutions firm. With over 17 offices across the United States, First Legal has been serving thousands of law firms and corporations for more than 30 years across our six divisions - Court & Process, Depositions, Discovery, Records, Digital and Investigations. Our success comes through our company culture of innovation and trust, commitment to quality service, and depth of industry knowledge. Our mission is to be the most dependable and trusted business partner for our clients by serving every aspect of the litigation workflow. First Legal partners with our clients on a national basis to achieve the most efficient litigation solutions for the betterment of our clients.
