Customer Service Representative

Role Description

As a Customer Service Representative (Change of Agent), you will play a crucial role in supporting our clients and enhancing their experience during their initial onboarding. In this role, you will efficiently manage the Change of Agent process from initial client inquiry through compliance audit, order processing, and sending the deliverables to the client, following up as necessary. You will handle various operational tasks and assist customers with more complex inquiries.

• Efficiently manage the Change of Agent process from initial client inquiry through compliance audit, order processing, and sending the deliverables to the client, following up as necessary.
• Prepare and file change and resignation of agent documents with various Secretaries of State, both online and via PDF, as required by each jurisdiction.
• Communicate effectively with teammates regarding any hold-ups or issues in the Change of Agent process.
• Manage and track the status of ongoing projects and submitted filings.
• Conduct entity compliance audits using Secretary of State websites and other agency resources (e.g., Department of Insurance).
• Maintain filing fee and requirement reference charts; update the forms library and state web links as needed.
• Assist the manager in training new and existing employees; support other areas in the Client Services and Registered Agent Departments as needed.
• Develop, maintain, and update knowledge about the department, services, company, industry, and related departments such as sales, marketing, and accounting.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree and/or 2 years equivalent experience in customer service or legal industry.
• Intermediate level skills with MS Office; Word, Excel and Outlook are required.

Requirements

• Effective communication (verbal and written); keeps open and respectful lines of communication; treats others with respect and dignity.
• Analytical critical thinking and problem-solving skills.
• Highly detail-oriented with strong organizational skills.
• Ability to work independently, in a team environment, and with minimal supervision.
• Capable of multitasking and managing multiple time-sensitive projects in a fast-paced, high-energy environment.
• Knowledge of general corporate procedures and/or willingness to learn.
• Skilled in gathering, organizing, analyzing, and compiling data.
• Maintains flexibility, manages time effectively, and demonstrates consistent attendance and punctuality.
• Shares information and knowledge to assist coworkers; develops relationships with clients and manages expectations.
• Identify ways to increase efficiency and simplify processes.
• Makes responsible financial decisions for the company and clients.
• Maintains professionalism, a positive attitude, and a professional demeanor and appearance.
• More interested in the solution than the problem.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave