Legal Customer Service Representative I

Love's Travel Stops is a family-owned business that has been fueling customers' journeys since 1964. The Outbound Legal Customer Service Representative acts as the first point of contact for Pro-Driver members, providing excellent customer service through outbound calls and managing inquiries related to membership and services.

Responsibilities:

• Provide excellent customer service for members, attorneys, and associates through quality outbound phone calls
• Place a minimum of 10 outbound calls by phone call, per hour
• Achieve and maintain a maximum 5-minute average call handle time
• Utilize a maximum of 30 minutes in Follow-Up status. (Follow-Up status is defined as time unavailable after a call.)
• Obtain specific information about membership and input into TVC personal portal
• Precisely note member files that accurately reflects the interaction
• Clearly explain and provide instruction to ensure the member completes any necessary paperwork, follows specific and applicable procedures for their situation
• Submit planned leave requests 6 or more business days prior to the time being requested
• Maintain good attendance by being present and available during assigned shifts
• Report directly to Supervisor1 business day or more in advance for unplanned leave or emergencies
• Achieve and maintain effective, responsive, and prompt communications with Manager, Supervisor and staff through virtual channels (I.e. Email, Phone Call, Teams Instant Message and Teams Meetings.)
• Complete assigned training material to company standards (I.e. KnowBe4, Lessonly, Virtual, Ongoing Training and/or Instructor-Led.)
• Staying aware of TVC Pro-Driver policies, plans, services, and procedures
• Perform all other duties as assigned and required
• Employee will be expected to handle inbound calls in the event the outbound call volume is low

Requirements:

• High School Diploma (or GED) required (or relevant work experience)
• 2+ years customer service experience
• Must be fluent in English
• Working knowledge of MSOffice, data entry applications, Virtual Phone Systems, and conducting internet searches
• Keying speed of a minimum of 35 WPM
• Exceptional communication and interpersonal skills with an emphasis on customer service, including telephone etiquette, voice quality, articulation and listening skills
• Ability to work independently and with a team in a fast-paced environment
• Fluent in virtual communications. (Emails, Instant Messaging and Calls)
• Specific vision abilities may include close vision, distance vision, color vision, depth perception and the ability to adjust focus
• Familiarity with legal terms is a plus