[Remote] Contact Center Agent

Note: The job is a remote job and is open to candidates in USA. Walker Advertising has been connecting law firms with underserved communities since 1984, focusing on integrity and trust. The Contact Center Agent will serve as the first point of contact for individuals seeking legal assistance, engaging with consumers through various communication channels and ensuring high customer satisfaction.

Responsibilities

• Deliver exceptional customer service through effective phone, chat, and text communication
• Use active listening and discovery to understand each consumer’s situation and guide them toward the most suitable legal solution, driving successful client transfers
• Handle customer concerns, and provide appropriate solutions and alternatives within the time limits
• Maintain a professional and customer-oriented demeanor to provide a positive caller experience
• Accurately input and update customer information
• Meet or exceed performance metrics, including response times and customer satisfaction benchmarks
• Efficiently prioritize and manage time to navigate high call volumes while maintaining quality standards
• Collaborate with the team to ensure seamless operations and uphold Contact Center procedures

Skills

• Exceptional customer service skills with strong oral and written communication abilities
• Motivated self-starter with a strong ability to thrive in incentive-driven, goal-oriented environments
• Proficiency in problem-solving, multitasking, and prioritizing tasks in a time-sensitive environment
• Interpersonal skills to effectively handle customer interactions in a calm, clear, and professional manner
• Access to reliable internet connection and necessary computer equipment for job duties
• Typing speed of at least 35 words per minute with accuracy
• A customer-oriented mindset and a strong commitment to continuous improvement
• Must be able to work full-time and be available for at least one weekend day per week
• Previous collections, customer service, inside sales, or telemarketing experience preferred
• Proven ability to meet or exceed sales goals, quotas or conversion targets in a call center or customer facing roles

Benefits

• 3 Weeks Paid Time Off
• 12 Weeks of Guaranteed Paid Parental Leave
• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
• 401(k) Retirement Savings Plan
• Wellness Initiatives/Employee Assistance Program
• Rewards and Recognition Programs
• Career Development Opportunities
• Competitive compensation with bonus opportunities based on performance and conversions

Company Overview