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Call Center Representative

4 months ago

WinstonSalem, United States Brock & Scott Full time
About the Organization
Brock & Scott, PLLC is a full service law firm with extensive experience serving the financial sector. With offices across Alabama, Florida, Georgia, Maryland, Michigan, Kentucky, North Carolina, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, Rhode Island, Connecticut, Maine, Massachusetts, New Hampshire and Vermont. We deliver legal service with the utmost integrity and operational efficiency through our highly skilled team of attorneys and support staff.

EXPERIENCE

Brock & Scott, PLLC has been the default services and recovery leader for over 20 years. We have over 20 offices across nineteen states with highly qualified attorneys and professional staff providing full coverage and significant years of legal experience in each of our states.

EFFICIENCY

It is our commitment to provide exemplary service to our clients with a comprehensive suite of practice area offerings. By utilizing Brock & Scott, our clients gain the full benefit of our extensive regional coverage while experiencing that 'hands on' approach and physical presence in each individual state.

INTEGRITY

The firm has demonstrated our ability to meet the most strict industry standards for handling default and collection related legal work. We maintain advanced levels of physical and data security that are integrated into our Compliance Division for quality control and audit review across all of our offices.

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

The Call Center Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.

Essential Duties and Responsibilities:
  • Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
  • Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action
  • Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action
  • Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller.
  • Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must.
  • Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options.
  • Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file.
  • Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
  • Provide superior service while showing empathy.
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability, and group cohesiveness
  • Communicate effectively through oral and written communication
  • Consider process improvements on a continuous basis and shares opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

Position Requirements

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • High school diploma or general education degree (GED)
  • Must possess effective verbal and written communication skills along with a highly developed sense of integrity
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Must possess proficiency in ability to type while speaking to customers
  • Ability to work independently as well as in a team environment
  • Ability to successfully complete client requirements testing
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly
  • High level of flexibility in a constantly changing environment
  • Ability to multi-task and manage several systems daily
  • Ability to make decisions quickly by balancing company guidelines and customer needs
  • High degree of dependability, motivation, and flexibility
  • Must comply with Brock and Scott Confidentiality Agreement
  • Has "thick skin" and can handle complaints and unpleasant customers
  • Desired Skills:
  • Ability to type a minimum of 45-50 words per minute
  • Previous experience in legal, insurance or banking industry preferred.
  • Some College
  • Bilingual

Job Type: Full-time

Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Health insurance
  • Life insurance
  • Generous Paid time off - accrue time on day one
  • Parental leave
  • Professional development assistance
  • Referral program
  • Retirement plan
  • Vision insurance

Schedule:
  • 8-hour shift
  • Day shift
  • Monday to Friday 8:30 - 5:30
  • No weekends

Experience:
  • Customer Service: 1 year (Required)

Education:
  • High school or equivalent (Required)
  • Some College (Preferred)

Work authorization: United States (Required)

Work Remotely: No

Exempt/Non-Exempt
Non-Exempt

Full-Time/Part-Time
Full-Time

Location
Brock & Scott, PLLC - Winston-Salem

Shift
-not applicable-

This position is currently accepting applications.