Team Lead - Rocket Lawyer
Ogden, UT
About the Job
About Rocket Lawyer
We believe everyone deserves access to affordable and simple legal services. Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered.
We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company's history, to capture audiences worldwide. We are expanding our team to take on this challenge!
About the Role
The CS Team Lead is reliable and efficient in assisting internal team members and supporting operations team supervisors in various day-to-day duties while also assisting customers as necessary during spikes in contact queues. The CS Lead is a subject matter and internal process expert that will be responsible for assisting supervisors in CSR coaching and QA activities.
Responsibilities
- Maintain expert current working knowledge of all aspects of the CS team, including but not limited to Business processes, policies, internal tool use, pricing, RL suite of product offerings(Pay/Ask/sign/etc) CS training and coaching areas of focus, Issue reporting and follow-up, refund coaching, escalation tracking, and follow-up coaching
- Assist in answering real-time agent inquiries
- Conducts QA of team members and provides constructive and valuable feedback
- Handling escalated customer contacts
- Consistently identifies and documents opportunities for improvement
- Assist agents in locating difficult-to-find customer accounts
- Monitoring contact queues, coordinating coverage, and taking contacts as necessary
- Aid in training and onboarding of new team members
- Work with the Supervisor to reinforce coaching and QA program initiatives
- Ensure all team members are up to date on policy and site updates
- Investigate site issues immediately to escalate issues as they arise
- Showcase good leadership skills
Requirements
- Excellent skills for communicating and relating with both team members and customers
- Good interpersonal skills to create a cordial relationship with team members
- Ability to multitask
- Attention to detail
- Strong organizational skills
- Have a good temperament to handle disputes and emergencies
- Must be result-oriented
Benefits & Perks
- Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
- Unlimited PTO
- Competitive salary packages
- Life insurance
- Disability benefits
- Supplemental Optional Life Insurance Benefits
- FSA Options Optional
- HSA with Company Match
- 401k program with Company Match
- Fertility Assistance and Planning options
- Wellhub & ClassPass fitness platforms
- Comprehensive Pet Insurance options
- Financial Wellbeing & Student Loan Program access
- Access to additional Mental Health & Wellbeing resources
- Pre-tax Commuter/Transit Benefits
- Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates
Rocket Lawyer is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses.
All your information will be kept confidential according to EEO guidelines.
You may request reasonable accommodations by sending an email to hr@rocketlawyer.com.
All Locations
$38,000—$45,000 USD
By applying for this position, your data will be processed as per Rocket Lawyer Privacy Policy.
Source : Rocket Lawyer
