Customer Care Specialist Tier 1

Posted Nov 6

Description

​​About LegalZoom

We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts. 

As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further. 

With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.

Remote-first

Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.

At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.

This position will be remote.

Overview

From day one, the Customer Care Specialist is LegalZoom’s initial connection to the customer, providing a positive customer experience, taking a consultative approach to the customer relationship, and 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. 

You Will

  • Assist Customers with phone inquiries about order status, payments, refunds, and site operation, as well as provide information about LegalZoom products and services
  • Serve as a liaison between Customers and other departments to communicate information
  • Use common Customer feedback to identify opportunities to continuously improve the 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 products or process pilots focused on improving Customer Experience
  • 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

You Have 

  • Availability to work various shifts including some overtime during all hours of operation (Monday - Friday 7am - 9pm CST and 9am to 6pm on weekends)
  • Associates degree preferred, but not required
  • 1 year of high-volume Call Center experience (required)
  • 2-3 years’ experience in customer-facing roles, (preferred)
  • Strong de-escalation skills 
  • Ability to resolve complex issues in a timely and efficient manner.
  • Consistent track record of KPI achievement
  • Self-starter who takes initiative and works with limited direction
  • Impeccable communication skills 
  • Proficient computer skills and the ability to navigate multiple applications

LegalZoom is a remote-first company and the national range for this role is ($33,280 - $49,920). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

  • Medical, Dental, Vision Insurance
  • 401k, With Matching Contributions
  • Paid Time Off
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Short-Term/Long-Term Disability Insurance
  • Plus other wellness benefits to include:
  1. Fertility
  2. Mental Health
  3. One Medical
  4. Wellness reimbursement of up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.