Legal Customer Service Representative I

Love's Travel Stops is a family-owned business headquartered in Oklahoma City, providing services for professional drivers and fleets since 1964. They are seeking an Outbound Legal Customer Service Representative to serve as the first point of contact for Pro-Driver members, managing inquiries and providing excellent customer service through outbound calls.

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