Call Center Representative, Alert Communications

About Alert Communications:

Alert Communications' 24/7/365 live answering service is a legal only call center that handles leads, current clients and intakes for law firms, independent lawyers and legal marketing agencies in every practice type. Our company culture is people focused; the happiness of our team is a top priority. Our employees are passionately engaged with their work and take advantage of opportunities to learn, grow, and develop. By facilitating open and honest communication at every level, from customer-facing receptionists to our senior leadership team, we continue to create an environment of trust and integrity.

Summary of Position:

As an Intake Specialist, you are responsible for answering, classifying and qualifying potential clients for law firms. Your commitment to providing outstanding customer service to potential clients is crucial in maintaining the positive reputation of both our company and the represented law firm that we partner with.

Must be able to work Holidays and Weekends

Position Responsibilities:

• Provide exceptional customer service to establish or maintain a relationship between our clients and their callers
• Input caller information accurately to properly classify the call
• Follow specific prompts to obtain detailed, fact specific information from the caller
• Follow all account specific instructions including scripted verbiage
• Complete all caller intakes accurately by following correct paths and instructions
• Identify and escalate priority issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Manage on system time efficiently to maximize productivity
• Manage and record off system time appropriately, honestly, and accurately

Requirements

• 2+ years of experience in a high call volume environment, with legal industry experience preferred

• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to read, write and speak English fluently
• Ability to work weekends and holidays
• Ability to type 30 wpm with 94% accuracy
• Computer proficiency skills and ability to work with multiple systems and monitors
• Internet Requirements:
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Preferred Skills:

• Spanish bi-lingual
• Microsoft Suite proficient
• Salesforce CRM experience

Benefits

We've got you covered:

Alert Communications is proud to offer a variety of benefits to support employees and their families, including:

• Remote-First Environment
• Medical, Dental & Vision Insurance
• 401K
• Employee Assistance Program
• Paid Time Off