Experienced Customer Service Representative – Outbound Coverage Specialist (Remote)

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a leading service of process and court filing company, we're passionate about empowering our team members to grow, learn, and thrive in a dynamic and supportive environment. We're excited to announce an opportunity for a talented and motivated individual to join our team as an Outbound Coverage Specialist, working remotely from Puerto Rico.

About arenaflex

arenaflex is proud to be a leading service of process and court filing company, dedicated to providing innovative solutions to our clients. Our subsidiary, Docketly, specializes in appearance counsel, covering simple creditors' rights hearings. We're a team of passionate professionals who are committed to delivering exceptional results and making a meaningful impact in our industry.

Job Overview

As an Outbound Coverage Specialist, you'll play a critical role in managing all aspects of the coverage process for assigned hearings. You'll interact with attorneys to provide onboarding, training, and customer service, ensuring seamless communication and timely resolution of issues. 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 and regularly reference the Coverage Guidelines available in the 'Coverage Handbook'
• Set and achieve goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), 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, referring complex matters where appropriate
• Follow good customer service standards in all aspects of the job, including identifying self/position/company to customer, using professional language and titles always, extending the information in a complete fashion, documenting customer complaints (verifying information and stating date/time to respond to concern), following up in a timely manner, and completing calls with a cordial comment
• Refer difficult or complicated customer service complaints to the appropriate personnel, with complaint summary/documentation
• Keep 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, including reactive customer service (calls, chats, tickets, emails, etc.)

Qualifications

* Experience in team building is essential

• 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
• Ability to 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

Being a Docketly employee means:

* Comprehensive Medical, Dental Vision Coverage

• 401K plan with company matching
• Transit benefits
• Excellent growth opportunities

Starting Pay: $12.00 to $14.00 per hour Schedule: 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 to this exciting opportunity. Join our team at arenaflex and be part of a dynamic and supportive environment that values growth, learning, and teamwork.

Apply Now

Don't miss this chance to take your career to the next level. Apply to this exciting opportunity today and become a part of our arenaflex team. Apply for this job