BCS Customer Care Specialist LegalZoom

If youre an experienced Customer Care Representative professional, LegalZoom needs someone like you Our Customer Care Representatives are responsible for the delivery of friendly and knowledgeable customer support of LegalZoom products and services. They work in a fast-paced customer care contact center and possess a demonstrated history of providing best-in-class customer support. We are seeking individuals who are willing to work a variety of shifts and be on-call.

Principal Responsibilities:

Assist Customers with inquiries via telephone and email regarding order status, payments, refunds, site operation, and basic information about our products and services.

Provide prompt, courteous, professional service to our internal and external Customers.

Record Customer inquiries for follow-up and tracking purposes.

Research Customers inquires and provide alternate solutions.

Serve as a liaison between Customers and other departments to communicate information.

Flexibility and the ability to manage multiple assignments.

Proficiently utilize customer support tools, systems and procedures to provide accurate, authoritative and timely support solutions that exceed Customer expectations.

Utilize Customer feedback and prior occurrences to identify opportunities to continuously improve the Customers experience and drive efficiency in the delivery of world-class customer support.

Maintain/achieve Contact Center performance measurements to ensure LegalZoom success and industry leadership in customer support including: goal of service, e-mail response, average Customer call time, average customer call wait time, abandoned call volume, and general productivity goals.

Ensure operational and technical issues are communicated to management team.

Perform numerous duties including filing, faxing, relaying messages and problem solving.

Consistently demonstrate positive and professional behaviors to drive Customer satisfaction and department morale.

Maintain acceptable attendance record.

Consistently demonstrate the ability to effectively handle difficult calls and emails.

Take directions from Leads and Managers as required.

Desired Qualifications:

3-5 years customer care experience in a high volume business to consumer contact center relative to legal, medical or other service environment.
College degree is highly preferred.
Display a consistently positive, professional and cooperative tone with customers and coworkers
The ability to diffuse irate customers, successfully transitioning escalated inquires to into positive interactions.
Actively listen and display empathy.
Strong attention to detail and follow through on customer issues.
Proficiency with, and the ability to rapidly navigate between, the following applications and systems:
Windows 7
MS Internet Explorer
Internet search engines, including but not limited to Google & Yahoo
Microsoft Office, including strong skills in Excel, Word & Outlook
Exceptional written and verbal communication skills.
Advanced understanding of call/contact center technologies (IVRs, CRMs).
Must have flexible schedule, including availability on evenings, weekends and holidays.
Motivated self-starter.
Detail-oriented and results-driven.
Flexible and able to manage multiple assignments.

LegalZoom.com was founded by a team of top attorneys, including celebrity attorney Robert Shapiro. As a young and fast-growing company, we offer tremendous opportunities for personal advancement in a casual but fast-paced environment. Our offices are located in Austin, TX and our headquarters are in Glendale, CA.

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.

Location:	Glendale, CA United States