Attorney Support Specialist (Customer Care)

Job Description

We are seeking a hard-working, detail-oriented, and passionate team member to join the Attorney Services team as an Attorney Support Specialist. The Attorney Support Specialist will serve as a liaison between LegalZoom’s growing network of attorneys and our customers. You’ll be part of a team dedicated to connecting our customers to world-class professionals through our nationwide legal plans, and other innovative attorney-assisted services. As such, you will go above and beyond to ensure our attorney and customer’s needs are met and that we surpass their expectations.

What you will do:

• Promptly respond to legal plan attorney inquiries to ensure they are well positioned to efficiently and effectively provide a world-class legal consultation.
• Primary support of new and existing attorney-assisted services to ensure their success with attorneys and customers.
• Ensure customer escalations are resolved within agreed-upon timelines, process change ideas are implemented, and influence others towards action and change.
• Handle inbound calls and make outbound calls to existing customers in support of the legal plan services.
• Respond to a high volume of email communications from legal plan attorneys and customers daily.
• Update accounts to accurately reflect all communications with legal plan attorneys and customers and document the corresponding outcomes.
• Identify and send appropriate LegalZoom documents to law firms daily in preparation for their consultations.
• Monitor attorney availability trends and report common feedback to help identify opportunities to continuously improve the customer experience and process efficiencies.
• Identify and log technical issues for quick resolution.

Qualifications:

• High school diploma required; Associates degree (or above) preferred.
• 2-3 years of similar work experience; preferably experience interacting with attorneys and/or law firm professionals.
• Excellent written and verbal communication skills.
• Ability to de-escalate escalated issues for a pleasant customer experience.
• Must be able to work flexible shifts and overtime upon request
• Proven ability to be a self-starter and able to work independently in a fast-paced work environment.
• Team player with the ability to build and foster collaborative relationships with internal and external business partners.
• Strong attention to detail, organizational skills and the ability to multitask and prioritize tasks
• Proficient computer and technology skills, and the ability to navigate and operate multiple applications

Make the difference and join us as we build our future and deliver on our mission to Democratize Law!

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.