Witt/Kieffer is hiring: Consumer Contact Agent / Call Center in Winston-Salem

Overview

About the Organization Brock & Scott has been a trusted leader in the financial services and real estate industry for over 25 years with a commitment to helping our clients succeed. Our attorneys and staff drive solutions that create value and results to achieve client goals and help them accomplish more. Through multiple offices across our geographic footprint, we work as one team, at our best each day, putting our clients' interests first.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Diversity, Equity, & Inclusion: In principle and in practice, Brock & Scott values and seeks inclusion and diversity within our community. Brock & Scott is committed to providing a welcoming and equitable environment with opportunities for engagement regardless of individual thought, sexual orientation, gender identity and expression, culture, ethnicity and experience.

Description

Primary Purpose:

The Default Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• 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.

Position Requirements

Minimum Skills and Competencies:

• High school diploma or general education degree (GED)
• Must possess effective verbal and written communication skills along with a highly developed sense of integrity.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Must possess proficiency in ability to type while speaking to customers.
• Ability to work independently as well as in a team environment.
• Ability to successfully complete client requirements testing.
• Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns.
• Ability to adapt to new situations and learn quickly.
• High level of flexibility in a constantly changing environment
• Ability to multi-task and manage several systems daily.
• Ability to make decisions quickly by balancing company guidelines and customer needs.
• High degree of dependability, motivation, and flexibility
• Must comply with Brock and Scott Confidentiality Agreement
• Has “thick skin” and can handle complaints and unpleasant customers.

Desired Skills:

• Ability to type a minimum of 45-50 words per minute.
• Previous experience in legal, insurance or banking industry preferred.
• Previous call center experience required.
• Some College
• Bilingual a plus

Job Type: Full-time

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Generous Paid time off – accrue time on day one.
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8-hour shift
• Day shift
• Monday to Friday 8:30 – 5:30
• No weekends

Experience:

• Customer Service: 1 year (required)
• Call Center 1 year (required)
• Education: High school or equivalent (Required)
• Some College (Preferred)
• Work authorization: United States (Required)

Work Location: Winston-Salem, NC

Work Remotely: No

Exempt/Non-Exempt Non-Exempt

Full-Time/Part-Time Full-Time

Location Brock & Scott, PLLC - Winston-Salem

Shift -not applicable-

This position is currently accepting applications.

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