Community Care Specialist

Within our team, the P&C Licensed Contact Center Sales Representative is the primary point of contact for our customers and members and is responsible for addressing inquiries and resolving issues while providing an unforgettable customer experience. Customer support is offered via inbound and outbound phone, email, chat, and social media channels. You possess the ability to multi-task, pride yourself on your attention to detail, and are adept at technology, possessing the ability to quickly learn new software. In this role, you will be a subject matter expert on U.S. LawShield services. As such, you are comfortable making product recommendations and selling to the customer, ensuring that prospects and members alike are educated on the most appropriate solutions for their specific needs. 

Responsibilities  

• Engage members and customers in a high-volume contact center environment to provide information on, and make appropriate recommendations for our products and services 

• Take ownership of member issues from start to finish; communicate effectively with leadership when the issue is beyond one’s knowledge 

• Build trust with our clientele by following up with customers and members as promised 

• Assist in mentoring teammates 

• Maintain member accounts and records of customer interactions with details of inquiries, complaints, or comments 

• Provide guidance to make it easy for members and prospects to acquire and enhance their U.S. LawShield memberships, education, and training opportunities 

• Demonstrate empathy and prescriptive next-step advice to resolve customer issues 

• Demonstrate the values of U.S. LawShield 

• May need to work evenings and/or weekends 

• Other related duties as assigned  

Education & Experience 

• Must currently possess a Property & Casualty license 

• 1 year+ of customer service experience required 

• 1 year+ of contact center experience preferred 

• Experience identifying customer needs and making service or product recommendations  

• Excellent organization and time management skills 

• Excellent communication skills, including active listening 

• The ability to quickly learn and adapt to new software 

• Service-oriented mentality with the ability to quickly establish rapport 

• A high school diploma, associate degree, or some college preferred