Customer Support Representative (Remote in Utah)

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Written by AI from the job title and company, not by Rocket Lawyer, so some details may not match this job. The employer's own page has the real description.

Overview

As a Customer Support Representative at Rocket Lawyer, you will play a critical role in providing exceptional customer service to clients while promoting our suite of legal services. You will be the primary point of contact for client inquiries, assisting them in navigating our platform, resolving issues, and addressing their needs effectively. This remote position in Utah offers the opportunity to contribute to a positive customer experience and ensure satisfaction by offering timely and accurate support.

Job Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Assist customers in the navigation of the Rocket Lawyer platform and services.
• Resolve customer issues and complaints through careful listening and problem-solving.
• Educate customers about our products, subscription plans, and relevant legal resources.
• Document customer interactions and feedback in the company’s customer relationship management (CRM) system.
• Collaborate with team members and other departments to enhance customer support processes and the overall customer experience.
• Stay updated on product knowledge and company policies to provide accurate information.
• Participate in training and self-development activities to improve service skills.

Qualifications

• High school diploma or equivalent; some college education preferred.
• 1-2 years of experience in customer support or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer support software and tools, including CRM systems.
• Able to work independently and manage time effectively in a remote setting.
• Familiarity with legal terminology and services is a plus.

Technologies & Tools

The Customer Support Representative will engage with various technologies and tools, including customer relationship management (CRM) software such as Zendesk, live chat applications, email management systems, and other internal communication tools. Proficiency in Microsoft Office Suite, particularly Excel and Word, will also be utilized for documentation and reporting purposes.

Ideal Candidates

Ideal candidates for the Customer Support Representative position possess a genuine passion for customer service and exhibit empathy towards clients. They are individuals who thrive in a fast-paced environment and display strong multi-tasking capabilities. A proactive attitude toward problem-solving and a commitment to continuous improvement will align with the values at Rocket Lawyer, fostering a beneficial experience for both the company and its clients.