Customer Service Representative

Job Description

REQUIREMENTS

• Associate’s degree in business, communications, or a related field preferred.
• Two to four years of relevant customer service, client support, call center, administrative support, or similar experience; or an equivalent combination of education and experience.
• Experience in a law office, judicial, dispute resolution, claims, insurance, financial services, or other professional services environment is a plus.
• Strong customer service skills, including the ability to respond professionally and calmly to challenging or sensitive inquiries.
• Clear verbal and written communication skills.
• Ability to manage multiple calls, emails, and tasks while maintaining accuracy and attention to detail.
• Sound judgment, discretion, and ability to maintain confidentiality.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Ability to learn and use web-based systems, case management platforms, and proprietary software.
• Strong organizational, follow-up, and problem-solving skills.
• Ability to work independently in a remote environment while remaining responsive and connected to the team.
• Interest in using technology, including productivity tools and emerging tools such as generative AI, to improve efficiency is a plus.

RESPONSIBILITIES

• Promptly answers and responds to incoming calls, voicemails, and emails relating to our client’s services and programs.
• Provides general information regarding our client’s rules, procedures, website resources, and service offerings.
• Reviews inquiries carefully and exercises sound judgment in determining when to escalate sensitive, complex, or urgent matters.
• Assists clients with our client’s WebFile account creation, including sending registration codes through PRISM.
• Maintains the confidentiality of case information and records and follows our client’s information security, data privacy, and confidentiality policies.
• Communicates professionally and effectively with clients, case participants, employees, management, and other internal stakeholders.
• Monitors, organizes, and prioritizes incoming customer service inquiries to ensure timely and accurate responses.
• Regularly reviews our client’s rules, procedures, website updates, and new service offerings to stay current.
• Promotes mediation as an effective method for resolving disputes, where appropriate.
• Uses our client’s operating systems, Microsoft Office, and proprietary programs to maintain accurate electronic files and records.
• Demonstrates regular, reliable, and predictable attendance.
• Attends required virtual, on-site, or in-person meetings and training sessions.

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