Legal Customer Service Representative I
TVC Pro-Driver is a member of the Love’s Family of Companies and is a commercial driver’s license (CDL) protection subscription service with more than thirty-five years of experience assisting individual drivers and fleets in reducing or dismissing fines, preventing downtime for court and protecting compliance, safety and accountability (CSA) scores. Welcome to TVC! The Outbound Legal Customer Service Representative (Legal CSR) acts as the first point of contact for our Pro-Driver members, answering and managing their inquiries for information or service Job Functions:
- 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.
Experience and Qualifications
- 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
Skills
- 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)
- Familiarity with legal terms is a plus
Physical Requirements
- Specific vision abilities may include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
Schedule
- 40 hours per week (overtime as needed)
Location
- The location assignment is remote.
- This location is subject to change and/or the position may be required to operate in additional locations.
Our Culture: Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture. Love's is an Equal Opportunity Employer. Veterans encouraged to apply. Apply To This Job