Outbound Customer Service Representative (Remote)

ABC Legal Services; San Juan (PR); Remote; USD 10,000 - 60,000; Full time

Job summary

ABC Legal Services is seeking an Outbound Customer Service Representative to manage hearing coverage and support attorney onboarding. This remote position requires strong communication skills and offers a starting pay of $12 to $14 per hour, with benefits including medical coverage and 401K matching.

Benefits

Medical, Dental, Vision Coverage

401K with company matching

Transit benefits

Growth opportunities

Qualifications

• Excellent verbal and written communication skills.
• Professional and technical savvy on the phone.
• Prior experience in phone sales or coordination helpful.

Responsibilities

• Manage Coverage Kanban to ensure timely hearing coverage.
• Onboard attorneys through training and instructions.
• Update clients on hearing statuses to prevent cancellations.

Skills

Communication

Team Building

Customer Service

Education

Legal experience or education

Job description

Join to apply for the Outbound Customer Service Representative (Remote) role at ABC Legal Services.

About ABC Legal Services: ABC Legal Services is proud to be the nation's leading service of process and court filing company. Docketly, a subsidiary of ABC Legal Services, provides appearance counsel for simple creditors rights hearings, finding attorneys to stand in on short, procedural hearings. We seek team players who can learn quickly, handle multiple duties efficiently, and support our growth and challenges.

Job Overview: The Coverage Specialist manages all aspects of the hearing coverage process, interacts with attorneys for onboarding, training, hearing acceptance, and customer service. This position is remote but must be located in Puerto Rico.

Key Responsibilities:

1. Manage Coverage Kanban to ensure timely hearing coverage.
2. Onboard attorneys through training, instructions, and FAQs.
3. Coordinate with existing attorneys to cover hearings when conflicts arise.
4. Ensure timely and late hearing assignments follow approved processes.
5. Reference the Coverage Guidelines regularly.
6. Maintain goals for drops, recruiting, PLTC, MTTC, and efficiency.
7. Multi-task to ensure timely handling of hearings.
8. Update clients on hearing statuses to prevent cancellations or drops.
9. Answer incoming calls as backup, providing hearing and schedule information.
10. Follow customer service standards, document complaints, and follow up promptly.
11. Escalate complex issues to appropriate personnel.
12. Keep management informed of coverage needs and issues.
13. Suggest system and process improvements.
14. Attend and participate in regular meetings.
15. Propose changes in County Pricing when applicable.
16. Serve as backup contact for attorneys, handling reactive customer service.
17. Perform other duties as assigned.

Qualifications:

• Experience in team building.
• Prior experience in phone sales, instruction, education, or coordination helpful but not required.
• Legal experience or education helpful but not required.
• Excellent verbal and written communication skills.
• Professional and technical savvy on the phone.
• Proficiency in English with strong writing skills.

Benefits:

• Medical, Dental, Vision Coverage
• 401K with company matching
• Transit benefits
• Growth opportunities

Starting Pay: $12.00 to $14.00 per hour

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

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Other

Industry: Legal Services