Hybrid Client Service Center Representative

at Tenchijin

• Job title: Client Service Center Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Cleveland, United States

About the role

• Client Service Center Representative managing inbound inquiries and providing support for legal services. Engage with clients through phone, chat, and email to enhance their service experience.

Responsibilities

• The Client Service Center Representative is responsible for delivering on our mission of creating the world’s best legal service for working families.
• You will handle inbound calls from customers in order to provide and process information in response to inquiries, concerns, and requests about products & services included in the legal plan offering.
• You will provide support for the member website and digital capabilities.
• Client Service Representatives will support the CSC department to deliver on strategic and departmental service level goals.
• Answer on average 55-60 inbound phone calls per day lasting on average 5-6 minutes from current members, potential members and plan attorneys.
• Calls can pertain to providing information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests and/or attorney referrals.
• Support members with website support and self-service capabilities.
• Process enrollment/cancellation requests.
• Record eligibility inquiries when a client does not appear as an eligible plan member.
• Record client inquiries for plan members with in-network attorney service issues.
• Work in a ticketing system to make call notes and/or updates for all contacts.
• Assist with on-the-job mentoring of new CSRs as needed.
• Assist with servicing members through chat and email contact channels if assigned.
• Other duties as required or assigned.

Requirements

• 2-5 years minimum of customer service experience
• Positive attitude with outstanding communication skills
• Ability to think critically, problem solve, communicate and manage task execution
• Ability to interact effectively with other associates at all levels of the organization
• Ability to interact effectively with all callers over the phone
• Ability to learn and effectively navigate relevant computer systems
• Be able to express empathy and trouble-shoot problems in a positive manner
• Strong communication, client service, and time management skills
• Previous experience working in a CRM, such as Zendesk or with cloud-based phone system technology
• Actively applies feedback and strives to improve performance to meet or exceed departmental and individual goals
• Knowledge of and proficiency in Microsoft Word, Excel and database management
• Strong written communication skills
• The ability to fluently read, write and speak Spanish
• Bachelor’s degree from an accredited university