Night Shift Customer Service Representative
1 week ago
As a key point of contact for clients and prospects, you will have the opportunity to proactively manage client relations with exceptional service in a NIGHT SHIFT role. This position is ideal for professionals who want to work independently as independent contractors.
Responsibilities- Daily Client Support: Manage requests, inquiries, and support of client needs; respond to emails; resolve issues; provide copies of documents; update CRM. Trained to handle 90% of matters independently. Success Metric: no more than 10% of client requests delegated.
- Respond to incoming messages via the general email inbox within 1 business day.
- New Client Intake: Gather information via phone and complete the intake form; calls will be inbound/outbound. Follow up with prospective clients via email and notify next steps; schedule non-attorney meetings or refer to another firm. Follow up within 24 hours of CRM review.
- Inbound Calls: Answer ~25 inbound calls per day; build caring and patient rapport with clients aged 55+.
- Outbound Calls: ~25 outbound calls per day to schedule/confirm appointments and follow up with leads. Completion metric: 100% of outbound calls scheduled for the day are completed; up to two days per month may be excused.
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