Experienced Outbound Customer Service Representative (Remote) – Coverage Specialist

At arenaflex, we're passionate about delivering exceptional service to our clients and fostering a culture of growth and innovation. As a leading service of process and court filing company, we're committed to providing the best possible experience for our customers. We're now seeking an experienced Outbound Customer Service Representative to join our team as a Coverage Specialist. This is an exciting opportunity to work with a dynamic team, develop your skills, and contribute to our continued success. About arenaflex arenaflex is proud to be the nation's leading service of process and court filing company. Our subsidiary, Docketly, provides appearance counsel, covering simple creditors' rights hearings. We're dedicated to finding attorneys to stand-in on short, procedural hearings, and we're growing rapidly. We're looking for talented new team members to support our growth and tackle exciting challenges. Job Overview As a Coverage Specialist, you'll be responsible for managing all aspects of the coverage process for all hearings assigned. You'll regularly interact with attorneys to provide onboarding, training, additional hearing acceptance, and customer service. This is a remote position, but you must be located in Puerto Rico. You'll work closely with our team to ensure that all assigned hearings are covered in a timely manner, following approved processes and standards. 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' * Maintain set 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 yourself/position/company to the 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 the call 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, which includes reactive customer service (calls, chats, tickets, emails, etc. from attorneys) * Perform other duties as assigned Qualifications * Must have 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 * Must have excellent verbal and written communication skills * Must reflect and retain a professional and technical savvy on the telephone What it means to be a Docketly employee * Comprehensive Medical, Dental Vision Coverage * 401K plan with company matching * Transit benefits * Excellent growth opportunities Compensation and Schedule * Starting Pay: $12.00 to $14.00 per hour * Schedule: Full-time, Monday through Friday, 9:30am to 6pm MST Why join arenaflex? At arenaflex, we're passionate about delivering exceptional service to our clients and fostering a culture of growth and innovation. We're committed to providing the best possible experience for our customers, and we're looking for talented individuals to join our team. If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. How to apply If you're interested in joining our team as a Coverage Specialist, please submit your application through our website. We can't wait to hear from you! ```html

Join our team at arenaflex!

We're passionate about delivering exceptional service to our clients and fostering a culture of growth and innovation. If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

What we offer:

• Comprehensive Medical, Dental Vision Coverage
• 401K plan with company matching
• Transit benefits
• Excellent growth opportunities

How to apply:

Please submit your application through our website. We can't wait to hear from you!

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