Customer Service Representative - job 1 of 2

About ABC Legal Services:

ABC Legal Services is proud to be the nation's leading service of process and court filing company. Docketly is a subsidiary of ABC Legal Services, providing appearance counsel, covering simple creditors rights hearings. We find attorneys to stand-in on short, procedural hearings. We are looking for a team player that can roll up their sleeves and learn from the bottom up and be able to pick up multiple job duties quickly, and efficiently. We are growing and are looking for talented new team members to support our growth and solve exciting challenges!

Job Overview:  

The Customer Support Specialist is responsible for maintaining our daily administrative website tasks. You will serve as first point of contact for all support calls, chats, tickets, or emails to both our attorney and client base. 

Key Responsibilities:  

• Handles initial client and attorney chats on intercom in a timely, friendly, professional manner. 
• Responsible for all support tickets and assignments though Jira. Follows up with customers in a timely manner. 
• Serves as the lead operator in answering all incoming calls. 
• Knows when to escalate urgent matters to the appropriate person whether that be the client or supervisor. Continues to follow up with parties until resolved so that nothing is dropped. 
• Effectively manages support widgets/systems to ensure that nothing sits too long without response. 
• Follows good customer service standards in all aspects of the job to include but not limited to: identifying self/position/company to customer, using professional language and titles always, extending information in a complete fashion, documenting customer complaints (verifying information and stating date/time to respond to concern), following up in a timely manner, and completes call with a cordial comment. 
• Works closely with the operations and success teams as issues arise. 
• Responsible for updating the client, attorney, and operations handbooks as assigned or when deemed appropriate. 
• Utilizes the iteration process to capture and manage approved innovative improvements. 
• Follows the standards and procedures in all handbooks with the intent to meet and or exceed set goals. 
• Performs other duties as assigned. 

Qualifications:  

• Prior customer support experience preferred 
• Must be technically savvy 
• Must be detail oriented 
• Must have excellent verbal and written communication skills 

Being a Docketly employee means:

• Comprehensive Medical, Dental Vision Coverage 
• 401K plan with company matching
• Transit benefits
• Excellent growth opportunities

Starting Pay: $15.00 to $17.00 per hour 

Schedule: Full-time, Monday through Friday, On-site