Experienced Outbound Customer Service Representative – Remote Coverage Specialist
At arenaflex, we're passionate about delivering exceptional service and innovative solutions to our clients. As a leading service of process and court filing company, we're committed to excellence and growth. Our subsidiary, Docketly, provides appearance counsel and covers simple creditors rights hearings, and we're now seeking a talented and dedicated individual to join our team as a Coverage Specialist.
About arenaflex
arenaflex is proud to be a leading service of process and court filing company, serving clients across the nation. Our team of experts is dedicated to providing top-notch service and innovative solutions to meet the evolving needs of our clients. With a strong commitment to growth and excellence, we're always looking for talented individuals to join our team and help us achieve our goals.
Job Overview
As a Coverage Specialist, you'll play a critical role in managing all aspects of the coverage process for hearings assigned to our team of attorneys. This position is remote, but you'll be required to be located in Puerto Rico. You'll work closely with our team of attorneys, providing onboarding, training, and customer service to ensure that all hearings are covered in a timely and efficient manner.
Key Responsibilities
As a Coverage Specialist, your key responsibilities will include:
* Managing Coverage Kanban to ensure all assigned hearings are covered in a timely manner
* Providing onboarding for attorneys, including online training, walk-throughs, instructions, and frequently asked questions
* Working 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
* Maintaining a solid grasp of and regularly referencing the Coverage Guidelines available in the 'Coverage Handbook'
* Maintaining set goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), efficiency (one hearing per one hour logged)
* Multi-tasking to ensure that all assigned hearings are worked in a timely fashion
* Regularly updating clients on the status of their hearing to avoid canceled or dropped hearings
* Answering incoming calls as a backup, providing basic information regarding hearings and schedules, and referring complex matters where appropriate
* Following 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
* Referring difficult or complicated customer service complaints to the appropriate personnel, with complaint summary/documentation
* Keeping your manager informed of coverage needs, hearing issues, and other details regarding daily work concerns
* Identifying and suggesting ideas for improving systems and processes
* Attending regular Coverage and SCRUM Meetings, preparing and participating as appropriate
* Suggesting changes in County Pricing when hearings show an increase is in order
* Serving as the backup connection to attorneys, including reactive customer service (calls, chats, tickets, emails, etc.)
Qualifications
To be successful in this role, you'll need:
* Experience in team building
* Prior experience with phone sales, instruction, education, coordination, or similar prior duties (helpful but not required)
* Legal experience or education (helpful but not required)
* Excellent verbal and written communication skills
* The ability to reflect and retain a professional and technical savvy on the telephone
What We Offer
As a Docketly employee, you'll enjoy:
* Comprehensive Medical, Dental, and Vision Coverage
* 401K plan with company matching
* Transit benefits
* Excellent growth opportunities
Starting Pay and Schedule
The starting pay for this position is $12.00 to $14.00 per hour, and the schedule is full-time, Monday through Friday, 9:30am to 6pm MST.
Join Our Team
If you're a motivated and dedicated individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. At arenaflex, we're committed to growth, excellence, and innovation, and we're looking for talented individuals like you to join our team.
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Why Join arenaflex?
At arenaflex, we're passionate about delivering exceptional service and innovative solutions to our clients. Our team of experts is dedicated to providing top-notch service and meeting the evolving needs of our clients.
Our Culture
Our culture is built on a foundation of excellence, growth, and innovation. We're committed to creating a work environment that's collaborative, supportive, and challenging. Our team members are passionate about delivering exceptional service and making a difference in the lives of our clients.
Our Benefits
We offer a comprehensive benefits package that includes:
- Comprehensive Medical, Dental, and Vision Coverage
- 401K plan with company matching
- Transit benefits
- Excellent growth opportunities
Our Team
Our team is made up of talented and dedicated individuals who are passionate about delivering exceptional service. We're committed to creating a work environment that's collaborative, supportive, and challenging.
Apply Now
If you're a motivated and dedicated individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. At arenaflex, we're committed to growth, excellence, and innovation, and we're looking for talented individuals like you to join our team.
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