Customer Service Specialist

4 weeks ago

Madison, United States State Bar of Wisconsin Full time

Description:
**State Bar of Wisconsin Customer Service Specialist (hybrid position)**

The State Bar of Wisconsin is searching for a Customer Service Specialist to rotate between our Member Records team and our Lawyer Referral team. You will be the initial contact point for providing outstanding customer service to both the public and members calling the State Bar. The role will provide members with information on legal seminars and products, take orders and payments, and maintain the membership database. When working with the Lawyer Referral Program, you will answer calls and respond to inquiries from the public looking for legal services. You will assess callers' legal needs and make the appropriate referral to attorneys or other agencies within the community.

**Who We Are**

The State Bar of Wisconsin is a professional association, created by the Wisconsin Supreme Court, for all attorneys who hold a Wisconsin law license. With more than 25,000 members, the State Bar exists to serve its members and the public by promoting the law and access to justice. We aid the courts in improving the administration of justice, provide continuing legal education and other services for our members, support the education of law students, and educate the public about the legal system. The State Bar of Wisconsin also provides public services - such as attorney referrals and public education - and supports programs that provide reduced-fee legal assistance for low-income state residents.

**What You Will Love**
- The people and the culture We care about our people, our work, and our members. We value work/life balance and offer excellent benefits and flexibility to support our employees and their families. This position is eligible to work a hybrid schedule with some days working from home and some days in the office.
- Working with a mission-driven organization that acts with integrity, promotes justice, and addresses systemic racism and implicit bias in the legal system.
- Collaboration and team support. Be a part of a cohesive team that works closely together and helps one another support our members and the public. You will be welcomed and supported to learn and grow in the position.

**What You Will Do**

**Member Services**
- Resolve a variety of problems affecting members and the public by assessing their needs and identifying appropriate resources. This could include handling shipping discrepancies, billing errors, and address changes.
- Process dues payments via phone; understand Supreme Court rules regarding membership types and statuses.
- Assist with website questions, navigation and problems.

**Lawyer Referral Program**
- Compassionately and professionally answer incoming lawyer referral calls. Actively listen to assess the callers’ needs for legal assistance and available resources and make appropriate referrals.
- Enter accurate data for all calls into the State Bar database. Prepare and distribute program reports to attorney and client; track responses.
- Research available legal and community resources and help maintain a directory of resources that’s used to provide information to callers.
- Proactively seek out learning opportunities to build a base of knowledge of the legal system, areas of legal practice, and options available to consumers.

**Requirements**:
**What We Are Looking For**
- The ability to communicate in a professional and compassionate manner with diverse groups of people on a wide range of issues while remaining friendly and calm.
- Prefer at least 2 years of customer service/call center experience.
- Strong computer skills, experience using databases and Microsoft Office Suite.
- Positive active listening skills: ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions to clarify
- Excellent, positive interpersonal and customer service skills - must have the ability to non-judgmentally work with others and respond calmly and with care when callers are under stress.
- Culturally proficient and responsive. Experience, education, self-awareness and ongoing commitment to understand social identities and integrating them into communication with the public.
- Ability to be flexible and adapt to changing business needs.
- Bilingual (English/Spanish) communication skills is preferred.

**Compensation and Benefits**

A starting wage of $20-$21 per hour, depending on experience, with the ability to grow. The State Bar of Wisconsin offers excellent benefits including:

- 3 weeks of paid vacation per year
- 2 weeks of paid sick time per year
- Excellent and low-cost health and dental insurance
- Fully paid life and long-term disability insurance
- 10 paid holidays plus 2 personal days
- Volunteer time off
- Hybrid work schedules and flexibility
- 8% 401(k) contribution

**How To Apply

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