Experienced Outbound Customer Service Representative – Remote Coverage Specialist

At arenaflex, we're committed to delivering exceptional service and innovative solutions to our clients. As a leading service of process and court filing company, we're proud to be a part of the arenaflex family, providing appearance counsel and supporting simple creditors rights hearings. Our team is growing, and we're looking for talented individuals to join us in solving exciting challenges and driving growth.

Job Overview:

As an Outbound Customer Service Representative – Remote Coverage Specialist, you'll play a critical role in managing all aspects of the coverage process for assigned hearings. You'll regularly interact with attorneys to provide onboarding, training, additional hearing acceptance, and exceptional customer service. This is a remote position, and we're looking for a team player who can roll up their sleeves, learn from the bottom up, and pick up multiple job duties quickly and efficiently.

Key Responsibilities:

* Manage Coverage Kanban to ensure all assigned hearings are covered in a timely manner

• Provide onboarding for attorneys, including online training, walk-throughs, instructions, and 'Frequently Asked Questions'
• Work with existing network attorneys to cover hearings when conflicts arise with time, fees, or defendants
• Responsible for covering timely and late hearing assignments, following approved processes and standards
• Maintain a solid grasp and regularly reference the Coverage Guidelines available in the 'Coverage Handbook'
• Set and maintain goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), efficiency (one hearing per one hour logged)
• Multi-task to ensure that all assigned hearings are worked in a timely fashion
• Regularly update clients on the status of their hearing to avoid canceled or dropped hearings
• Answer incoming calls as a backup, providing basic information regarding hearings and schedules, and referring complex matters where appropriate
• Follow good customer service standards in all aspects of the job, including identifying yourself/position/company to customers, using professional language and titles, extending information in a complete fashion, documenting customer complaints, following up in a timely manner, and completing calls with a cordial comment
• Refer difficult or complicated customer service complaints to the appropriate personnel, with complaint summary/documentation
• Keep Manager informed of coverage needs, hearing issues, and other details regarding daily work concerns
• Identify and suggest ideas for improving systems and processes
• Attend regular Coverage and SCRUM Meetings, prepare and participate as appropriate
• Suggest changes in County Pricing when hearings show an increase is in order
• Serve as the backup connection to attorneys, including reactive customer service (calls, chats, tickets, emails, etc. from attorneys)
• Perform other duties as assigned

Qualifications:

* Experience in team building is a must

• Prior experience with phone sales, instruction, education, coordination, or similar prior duties is helpful but not required
• Legal experience or education is helpful but not required
• Excellent verbal and written communication skills are essential
• Must reflect and retain a professional and technical savvy on the telephone

What it means to be an arenaflex employee:

* Comprehensive Medical, Dental Vision Coverage

• 401K plan with company matching
• Transit benefits
• Excellent growth opportunities

Compensation and Schedule:

* Starting pay: $12.00 to $14.00 per hour

• Full-time, Monday through Friday, 9:30am to 6pm MST

Why join arenaflex?

At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. We believe in the importance of work-life balance and offer flexible scheduling to ensure our employees can thrive both personally and professionally. Our team is passionate about delivering exceptional service and innovative solutions, and we're looking for like-minded individuals to join us on this journey. If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Join our team and be a part of shaping the future of arenaflex!

How to apply:

To apply for this role, please visit our website and submit your application. We can't wait to hear from you! Apply Now! Apply for this job