Customer Service Rep III

Legalzoom Austin , TX 78719

Posted 2 weeks ago

Account Representative III

About Us:

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for businesses and families. We are high-growth and fast-paced with a mission to disrupt the legal industry by bringing great legal help to people at a reasonable price. We believe in hard work, passion, and innovation for what we do and how we deliver.

What you'll do:

From day one, the Account Representative is LegalZoom's initial connection to the customer, providing a positive customer experience, taking a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional value for our customers over time. Account Representatives breathe life into our product and service portfolio and play a critical role in bringing excellence in customer experience to the company's top client relationships.

  • Access the customer's needs by probing and uncovering the root cause of their concern, build rapport, and negotiate to achieve a mutually beneficial one-call resolution

  • Use common Customer feedback to identify opportunities to continuously improve the Customer Experience

  • Handle inbound calls and make outbound calls to existing customers to promote usage of our subscription services

  • Manage a pipeline and assist customers with a variety of needs pertaining to their situation, such as attorney services, business formations, estate planning products

  • Guide customers through terms of sale, billing inquiries, and scheduled payments

  • De-escalate upset customers and ensure a pleasant customer experience

  • Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience

  • Ability to think creatively and use various methods in problem solving; ability to anticipate and resolve problems

  • Work on different product or process pilots focused on improving Customer Experience

  • Retain subscription customers by educating them on the benefits and value of our products and services

  • Upgrade existing customers to longer-term subscriptions and other applicable products and services

  • Ability to learn and position strategic partner offerings to customers based on customer's needs

  • Assure quality and accurate representation of products; represent the company professionally and ensure that potential Customers have an exceptional experience

  • Thrive with the support of your teammates in daily/weekly meetings and fun team challenges

  • Develop top performer Customer Service skills with our training and development programs

Qualifications:

  • Associates degree preferred, but not required

  • 1-3 years experience in customer-facing roles, preferred

  • Consistent track record of quota achievement

  • Self-starter who takes initiative and works with limited direction

  • Impeccable communication skills

  • Proficient computer skills and the ability to navigate multiple applications

What We Prefer

  • 6 months Call Center experience

  • Logical problem-solving skills

  • Availability to work various shifts including some overtime

  • Ability to use Windows operating systems

  • Organization and work prioritization skills

Start date: 11/16/2020

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.

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Customer Service Rep III

Legalzoom