At arenaflex, we're proud to be a leading service of process and court filing company, dedicated to delivering exceptional results and exceeding our clients' expectations. Our subsidiary, Docketly, provides appearance counsel, covering simple creditors rights hearings, and we're seeking a talented and motivated individual to join our team as an Outbound Customer Service Representative. If you're a team player with a passion for learning, excellent communication skills, and a drive to succeed, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and innovative company that's committed to providing top-notch services to our clients. With a strong focus on growth and excellence, we're constantly seeking new ways to improve our processes and deliver exceptional results. Our team is passionate about what we do, and we're looking for like-minded individuals to join us on our journey.
**Job Overview**
As an Outbound Customer Service Representative, you'll play a critical role in managing all aspects of the coverage process for hearings assigned to you. You'll regularly interact with attorneys to provide onboarding, training, and customer service, ensuring that all hearings are covered in a timely manner. This is a remote position, and you must be located in Puerto Rico.
**Key Responsibilities**
* Manage Coverage Kanban to ensure all assigned hearings are covered in a timely manner
* Provide onboarding for attorneys, including online training, walk-throughs, instructions, and Frequently Asked Questions
* Work with existing network attorneys to cover hearings when conflicts arise with time, fees, or defendants
* Responsible for covering timely and late hearing assignments, following approved processes and standards
* Maintain a solid grasp of the Coverage Guidelines available in the Coverage Handbook
* Set and maintain goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), and efficiency (one hearing per one hour logged)
* Multi-task to ensure that all assigned hearings are worked in a timely fashion
* Regularly update clients on the status of their hearing to avoid canceled or dropped hearings
* Answer incoming calls as a backup, providing basic information regarding hearings and schedules, and referring complex matters where appropriate
* Follow good customer service standards in all aspects of the job, including identifying yourself/position/company to customers, using professional language and titles, extending information in a complete fashion, documenting customer complaints, and following up in a timely manner
* Refer difficult or complicated customer service complaints to the appropriate personnel, with complaint summary/documentation
* Keep your Manager informed of coverage needs, hearing issues, and other details regarding daily work concerns
* Identify and suggest ideas for improving systems and processes
* Attend regular Coverage and SCRUM Meetings, preparing and participating as appropriate
* Suggest changes in County Pricing when hearings show an increase is in order
* Serve as the backup connection to attorneys, which includes reactive customer service (calls, chats, tickets, emails, etc.)
**Qualifications**
* Experience in team building is essential for this role
* Prior experience with phone sales, instruction, education, coordination, or similar prior duties is helpful but not required
* Legal experience or education is helpful but not required
* Excellent verbal and written communication skills are a must
* You must reflect and retain a professional and technical savvy on the telephone
* Proficiency in English, including strong writing and communication skills, is essential for this role
**What it means to be a Docketly employee**
* Comprehensive Medical, Dental, and Vision Coverage
* 401K plan with company matching
* Transit benefits
* Excellent growth opportunities
**Compensation and Schedule**
* Starting pay: $12.00 to $14.00 per hour
* Full-time, Monday through Friday, 9:30am to 6pm MST
If you're a motivated and customer-focused individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of our journey to excellence.
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Why arenaflex?
At arenaflex, we're committed to providing top-notch services to our clients. With a strong focus on growth and excellence, we're constantly seeking new ways to improve our processes and deliver exceptional results. Our team is passionate about what we do, and we're looking for like-minded individuals to join us on our journey.
What we offer
- Comprehensive Medical, Dental, and Vision Coverage
- 401K plan with company matching
- Transit benefits
- Excellent growth opportunities
What we're looking for
We're seeking a talented and motivated individual who is passionate about delivering exceptional results. If you have experience in team building, prior experience with phone sales, instruction, education, coordination, or similar prior duties, and excellent verbal and written communication skills, we encourage you to apply for this exciting opportunity.
How to apply
Apply now by clicking on the link below:
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