Bilingual Lead Customer Service Representative – Full Time – Variation of Daytime, Evenings, and Weekends at arenaflex
Are you a passionate and driven individual with a flair for customer service? Do you have a strong desire to help people and make a meaningful impact in their lives? If so, we invite you to join arenaflex, a dynamic and innovative company that is revolutionizing the way law firms engage with their clients.
About arenaflex
arenaflex is a team that embodies the values of Engagement, Experience, and Excellence. We are a group of dedicated professionals who are passionate about helping people and making a difference in their lives. With over 100 years of combined experience in the industry, we have developed a unique approach to customer service that sets us apart from the rest.
Our Mission
Our mission at arenaflex is to turn law firm leads into clients. We achieve this by providing exceptional customer service, leveraging our proprietary intake dialogues, and utilizing innovative technology to streamline our processes. Our team is committed to delivering results-driven solutions that meet the evolving needs of our clients.
What We Offer
At arenaflex, we offer a comprehensive benefits package that includes:
- Inclusive and diverse working environment
- Positive and team-driven culture
- Innovative technology
- Competitive pay
- Incentive plan eligibility
- Shift differential available
- Medical plan options (including a zero-dollar premium High-Deductible Health Plan option for employee-only coverage)
- Dental plan option
- Virtual healthcare access
- Health savings account and flexible spending account options
- 401(k) plan with an employer match
- Disability insurance options (with employer-paid long-term disability)
- Life insurance options (with employer-paid basic life insurance)
- 11 employer-paid holidays (equivalent)
- Employer-paid employee assistance program
- Employer-paid benefits assistance/advocacy program
Job Summary
We are seeking a Bilingual Lead Customer Service Representative to join our team. As a Lead Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, analyzing and preparing data, and utilizing our proprietary intake dialogues to secure signed contracts. You will also be responsible for training and developing our intake representatives, maintaining accuracy of existing training materials, and reporting workflow deficiencies to our leadership team.
Key Responsibilities
* Obtains appropriate and pertinent information from potential clients; analyzes, reviews, and prepares the data/information per departmental procedure
- Must be able to multi-task and to effectively communicate, multi-task, problem-solve, and to overall handle tasks quickly and tactfully with all staff levels and the public
- Effectively utilizes the software applications and resources of the company
- Secures signed contracts using predetermined criteria
- Consults with leadership to determine if a case meets the firm's criteria or is borderline or if criteria may be missing logic
- Conducts training and development programs for intake representatives and senior intake representatives
- Provides practice-specific training and mentoring to other intake associates
- Helps maintain accuracy of existing training materials
- Reports workflow deficiencies to appropriate leadership team members
- Reviews and monitors cases in wanted status to ensure best methods of securing contracts once offered
- Reviews reports to ensure that information is correct, and to address potential shortfalls
- May monitor performance of team members and report results to the appropriate leadership team members
- Serves as backup for all intake and senior intake representatives
- Maintains a professional and courteous demeanor to coworkers and clients
- Maintains client confidentiality
- Assists in preparing daily, weekly, and monthly reports as needed or required
- Handles overflow of calls from potential clients
- May review varying intakes to ensure we are processing every potential case accordingly
- Communicates with attorneys to obtain additional information in relation to sign-ups for various client firms
- Consistently meets and strives to exceed KPIs
- Must be flexible with work schedule based on business needs
- Responds to client firm feedback and requests in a timely manner
Qualifications
* High school degree or equivalent, and 3+ years of contact center or sales experience required, or an equivalent combination of education and experience
- Preferred education and experience includes: A college degree; Experience teaching, training, or developing others; and/or experience in the legal field
- Must be bilingual (English/Spanish)
- Must be a resident of North Carolina or Tennessee
Why Join arenaflex?
At arenaflex, we offer a dynamic and supportive work environment that fosters growth and development. We are committed to providing our employees with the tools and resources they need to succeed, and we offer a comprehensive benefits package that includes competitive pay, incentive plans, and opportunities for career advancement.
How to Apply
If you are a motivated and results-driven individual who is passionate about customer service, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide opportunities for career advancement and growth.
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