Outbound Customer Service Representative (Remote)

Position Overview

ABC Legal Services is the nation's leading service of process and court filing company. As a subsidiary, Docketly provides appearance counsel for simple creditors rights hearings by finding attorneys to stand in on short, procedural hearings. We are looking for a team player who can roll up their sleeves, learn from the bottom up, and quickly pick up multiple job duties.

The Coverage Specialist will manage all aspects of the coverage process for the assigned hearings. This role involves interacting with attorneys for onboarding, training, hearing acceptance, and customer service. Although the position is remote, candidates must be located in Puerto Rico.

Key Responsibilities

• Manage the Coverage Kanban to ensure all assigned hearings are covered in a timely manner.
• Provide onboarding for attorneys, including online training, walkthroughs, instructions, and FAQs.
• Collaborate with network attorneys to cover hearings when scheduling conflicts, fee issues, or defendant concerns arise.
• Handle timely and late hearing assignments by following approved processes and standards.
• Regularly reference the Coverage Guidelines detailed in the Coverage Handbook.
• Maintain set goals for drops, recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), and efficiency.
• Multi-task effectively to ensure all hearings are managed promptly.
• Regularly update clients on the status of their hearings to prevent cancellations or drops.
• Answer incoming calls as backup, providing basic hearing information and referring complex matters appropriately.
• Follow excellent customer service standards in all interactions, including proper identification, professional language, and thorough documentation of any complaints.
• Refer challenging customer service issues to appropriate personnel with proper documentation.
• Keep the Manager informed of coverage needs, hearing issues, and daily work concerns.
• Identify and suggest ideas for improving systems and processes.
• Attend regular Coverage and SCRUM meetings, and participate as needed.
• Suggest changes in County Pricing when appropriate based on hearing trends.
• Serve as the backup connection to attorneys by handling reactive customer service inquiries (calls, chats, tickets, emails, etc.).
• Perform other duties as assigned.

Required Qualifications

• Experience in team building.
• Prior experience with phone sales, instruction, education, coordination, or similar roles is helpful.
• Legal experience or education is a plus, though not required.
• Excellent verbal and written communication skills.
• A professional and technically savvy demeanor on the telephone.
• Proficiency in English, with strong writing and communication skills.

Benefits & Perks

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

Compensation & Schedule

• Starting Pay: $12.00 to $14.00 per hour
• Schedule: Full-time, Monday through Friday, 9:30am to 6pm MST