Brock & Scott, PLLC · 2 hours ago
Consumer Contact Agent / Call Center
Winston-Salem, NC
Full-time
Onsite
New Grad, Entry LevelBrock & Scott PLLC is seeking a Consumer Contact Agent to manage inbound customer service inquiries and foster relationships between clients and their customers. The role involves taking ownership of inquiries, providing solutions, and documenting interactions in the CRM system while ensuring excellent customer service and problem-solving skills.
Financial ServicesLegal
Responsibilities
Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action
Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action
Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller
Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must
Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options
Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file
Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
Provide superior service while showing empathy
Share feedback when training opportunities are identified
Promote teamwork through consistency, reliability, and group cohesiveness
Communicate effectively through oral and written communication
Consider process improvements on a continuous basis and shares opportunities with Leadership
Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
Qualification
Required
Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action
Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action
Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller
Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must
Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options
Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file
Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
Provide superior service while showing empathy
Share feedback when training opportunities are identified
Promote teamwork through consistency, reliability, and group cohesiveness
Communicate effectively through oral and written communication
Consider process improvements on a continuous basis and shares opportunities with Leadership
Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
Company
Brock & Scott, PLLC
BROCK & SCOTT, PLLC is a full service law firm with extensive experience serving the financial sector.
Founded in 1998
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Andrew Spivack
Partner
Charles Long
Chief Operations Officer
Company data provided by crunchbase