Customer Service Rep

Sparks Group
Published
July 21, 2021
Location
Houston, TX
Category
Job Type

Description

Job Summary/Company:
The Customer Support Representative will serve as one of the primary points of contact implementing multiple sets of law firms/vendors for our corporate clients. The position will also support existing group law firms/vendors who submit invoices to our corporate clients by resolving or triaging incoming law firm/vendor inquiries and support newly implemented customers. The candidate will interact with customers through phone calls and emails while maintaining personal workload balance and working within the team to proactively address customers’ needs.

This position also serves as a technical, business, and industry subject matter expert to provide unsurpassed levels of customer service while balancing the needs of the organization as a whole. Additionally, the candidate will work to meet the customers’ and organization’s goals through work on documentation, cross-training and report on existing processes and Solutions (i.e. Collaboration Portal, Passport)

DUTIES AND RESPONSIBILITIES
Essential Functions:
• Create and review new law firm and vendor welcome kits
• Assist law firms and vendors in submission of user information forms and end user licensing agreements
• Training of law firms and vendors on Collaboration Portal and any specific features used by their corporate client
• Test law firm and vendor invoices to ensure compliance with corporate client submission guidelines
• Provide ongoing technical support to existing firms as needed
• Interact with customers through phone calls and emails while maintaining personal workload balance and working within the team to proactively address customers’ needs
• Resolve customer questions and issues through thorough research
• Test and troubleshoot LEDES files
• Troubleshoot Collaboration Portal log-in issues
• Run SQL queries to check on Timekeeper and Matters, and invoice data
• Research submission histories for law firms and vendors as needed.
• Update firm/vendor name changes requiring research and updates in internal systems, and advising appropriate internal teams of changes
• Interact with customers through phone calls and emails while maintaining personal workload balance and working within the team to proactively address customers’ needs.
• Ongoing training as enhancements are made to existing solutions and when new Solutions are introduced
• Maintain database of customer information and communication to include data clean up (i.e. identifying firms as inactive or exempt based on client feedback; make sure all information is entered uniformly)
• Create and maintain internal and external documentation as needed
• Serve as subject matter expert working with individual customers and within the team to assist existing customers and implement new customers
• Training new team members and providing leadership for existing team members
• Participate in 24/7 on call rotation
• Other tasks, projects, and duties as assigned

Additional Responsibilities:
• Coordinate and execute welcome kits, including user information forms, end user licensing agreements, and firm follow up through go live as needed
• Facilitate the implementation of law firms and vendors using internal tools and processes, i.e. Collaboration Portal, Control Panel, etc. as needed
• Analyze and troubleshoot issues and channel to appropriate responsible party
• Maintain knowledge of best practices in customer environments, implementation, and training while providing continual suggestions for process improvements, both internal and external
• Serve as subject matter expert working with individual customers and within the team to assist existing customers and implement new customers

• Serve as subject matter expert in the legal market and company’s Solutions and services
• In conjunction with other team members, identify and report Solutions and infrastructure needs in support of customer service to management
• Work with internal resources to assist law firms/vendors with the implementation process

 REQUIREMENTS AND QUALIFICATIONS
Education, Licenses, and Certifications:
• College Degree or equivalent work experience preferred Experience:
• Minimum 6 years of customer service and/or customer support experience
• Excellent customer service skills
• Previous customer service/call center experience
Critical Knowledge, Skills and Abilities Requirements:
• Bi-lingual a strong plus
• Must be a strategic and critical thinker able to grasp concepts quickly and apply to multiple processes
• Excellent verbal and written communication and presentation skills
• Must be able to work well in a team environment and be a team player
• Microsoft Office skills
• Knowledge of time and billing systems and the file formats they produce a plus
• Familiar with LEDES a plus
• Industry knowledge of law firm and/or corporate legal solutions a plus 

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Download the Sparks Group Jobs mobile app from Apple App Store or Google Play.

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Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.

 

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