Customer Service Specialist

** Customer Service Specialist at ABC Legal**If interested in this job, please submit an application**Customer Service Specialist**Seattle, WA **1/3/2022****Job Overview:**The Court Support team works with courts all throughout the country to ensure that upwards of 100,000+ court filings / month make it back into our system in a timely manner.As part of this team, the Court Support specialist plays a diverse role with a focus on calling / contacting courts, well as understanding how to use court dockets / websites to obtain the information we need.This role requires daily, active communication with court personnel and other team members across all channels (phone calls, e-mails and even live chats) with the goal of getting documents back from court and into our servers hands. Bigger picture communications involve contacting courts for general updates and statuses as courts begin to resume normal operations after COVID.This role requires patience, diplomacy, the ability to think on your feet and prioritization skills talking on the phone while writing up notes and getting to the root issue of problems. Direct legal experience is **not** required, however, a positive attitude and willingness to learn is.**Key Responsibilities:*** Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders* Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients.* Work in Skye (in-house application) to process documents, add informative updates / notes and other data entry tasks with a high degree of accuracy.* Manage consistent outgoing phone calls to assist Courts and customers with questions, as well as occasional incoming calls from courts & customers.* Relay relevant, updated information from Courts to our process servers and customers as appropriate* Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court.* Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into Skye as needed.* Perform other job-related duties as assigned**Qualifications:*** High school diploma / GED required; 1+ years of customer support / call-center / retail experience in a customer-facing, service oriented position.* Comfortable working and communicating effectively in a remote environment - using programs such as Teams/ Zoom to make outbound calls, Teams for chats, Outlook for emails.* Comfortable using Microsoft Office suite programs such as Microsoft Outlook, Teams, Excel and Word + other programs such as online Faxes.* Document manipulation experience (PDFs)* Ability to perform repetitive data-entry tasks with accuracy* Ability to maintain a high level of work productivity in occasionally stressful situations* Typing speed of at least 60 wpm**Accessibility Statement****Compliance status** We firmly believe that the internet should be available and accessible to anyone and are committed to providing a website that is accessible to the broadest possible audience, regardless of ability.To fulfill this, we aim to adhere as strictly as possible to the World Wide Web Consortiums (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level. These guidelines explain how to make web content accessible to people with a wide array of disabilities. Complying with those guidelines helps us ensure that the website is accessible to blind people, people with motor impairments, visual impairment, cognitive disabilities, and more.This website utilizes various technologies that are meant to make it as accessible as possible at all times. We utilize an accessibility interface that allows persons with specific disabilities to adjust the websites UI (user interface) and design it to their personal needs.Additionally, the website utilizes an AI-based application that runs in the background and optimizes its accessibility level constantly. This application remediates the websites HTML, adapts its functionality and behavior for screen-readers used by blind users, and for keyboard functions used by individuals with motor impairments.If you wish to contact the websites owner please use the website's form**Screen-reader and keyboard navigation** Our website implements the ARIA attributes (Accessible Rich Internet Applications) technique, alongside various behavioral changes, to ensure blind users visiting with screen-readers can read, comprehend, and enjoy the websites functions. As soon as a user with a screen-reader enters your site, they immediately receive a prompt to enter the Screen-Reader Profile so they can browse and operate your site effectively. Heres how our website covers some of the most important screen-reader requirements:- **Screen-reader optimization:** we run a process that learns the websites components from top to bottom, to ensure ongoing compliance even when updating the website. In this process, we provide screen-readers with meaningful data using the ARIA set of attributes. For example, we provide accurate form labels; descriptions for actionable icons (social media icons, search icons, cart icons, etc.); validation guidance for form inputs; element roles such as buttons, menus, modal dialogues (popups), and others.Additionally, the background process scans all of the websites images. It provides an accurate and meaningful image-object-recognition-based description as an ALT (alternate text) tag for images that are not described. It will also extract texts embedded within the image using an OCR (optical character recognition) technology. To turn on screen-reader adjustments at any time, users need only to press the Alt+1 keyboard combination. Screen-reader users also get automatic announcements to turn the Screen-reader mode on as soon as they enter the website.These adjustments are compatible with popular screen readers such as JAWS, NVDA, VoiceOver, and TalkBack.- **Keyboard navigation optimization:** The background process also adjusts the websites HTML and adds various behaviors using JavaScript code to make the website operable by the keyboard. This includes the ability to navigate the website using the Tab and Shift+Tab keys, operate dropdowns with the arrow keys, close them with Esc, trigger buttons and links using the Enter key, navigate between radio and checkbox elements using the arrow keys, and fill them in with the Spacebar or Enter key.Additionally, keyboard users will find content-skip menus available at any time by clicking Alt+2, or as the first element of the site while navigating with the keyboard. The background process also handles triggered popups by moving the keyboard focus towards them as soon as they appear, not allowing the focus to drift outside.Users can also use shortcuts such as M (menus), H (headings), F (forms), B (buttons), and G (graphics) to jump to specific elements.**Disability profiles supported on our website*** **Epilepsy Safe Profile:** this profile enables people with epilepsy to safely use the website by eliminating the risk of seizures resulting from flashing or blinking animations and risky color combinations.* **Vision Impaired Profile:** this profile adjusts the website so that it is accessible to the majority of visual impairments such as Degrading Eyesight, Tunnel Vision, Cataract, Glaucoma, and others.* **Cognitive Disability Profile:** this profile provides various assistive features to help users with cognitive disabilities such as Autism, Dyslexia, CVA, and others, to focus on the essential elements more easily.* **ADHD Friendly Profile**: this profile significantly reduces distractions and noise to help people with ADHD,#J-18808-Ljbffr

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