Love's - Oklahoma City, OK

posted about 2 months ago

Full-time - Entry Level
Oklahoma City, OK
10,001+ employees
Gasoline Stations and Fuel Dealers

About the position

As a Legal Customer Service Representative at Love's Travel Stops & Country Stores, you will play a crucial role in providing exceptional customer service to our members, attorneys, and associates. This position requires you to handle both inbound and outbound phone calls, ensuring that each interaction is handled with care and professionalism. You will be responsible for maintaining a maximum call handle time of 6 ½ minutes while managing a minimum of 7 inbound calls per hour. Your ability to communicate effectively in both English and Arabic will be essential, as you will support translation services for various stakeholders, including members, attorneys, and courts. In this role, you will be expected to accurately document member interactions and provide clear instructions to help members complete necessary paperwork. You will also need to stay informed about TVC Pro-Driver policies and procedures to assist members effectively. Your communication skills will be vital as you will be required to maintain prompt and responsive communication with your manager and team members through various virtual channels. The position is remote, allowing you to work from the comfort of your home while maintaining a standard schedule of 40 hours per week, typically from 7 am to 4 pm, Monday through Friday. You will also be required to complete training materials to company standards and report any unplanned leave to your supervisor in advance. This role is ideal for individuals who thrive in a fast-paced environment and are committed to delivering high-quality customer service.

Responsibilities

  • Provide excellent customer service for members, attorneys, and associates through quality inbound and outbound phone calls
  • Achieve and maintain a maximum 6 ½ minute average call handle time
  • Handle a minimum of 7 inbound calls an hour, outbound calls as necessary
  • Utilize a maximum of 30 minutes in Follow-Up status
  • Obtain specific information about membership and input into TVC personal portal
  • Precisely note member files that accurately reflects the interaction
  • Clearly explain and provide instruction to ensure the member completes any necessary paperwork
  • Support translation of inbound and outbound phone calls, document, and e-mail on behalf of members, attorneys, courts, associates, and/or providers from one language to another as required
  • Perform all other duties as assigned and required
  • Complete assigned training material to company standards
  • Achieve and maintain effective, responsive, and prompt communications with Manager, Supervisor and staff through virtual channels
  • Report directly to Supervisor prior to scheduled shift for unplanned leave or emergencies
  • Maintain good attendance by being present and available during assigned shifts
  • Submit planned leave requests 6 or more business days prior to the time being requested
  • Stay aware of TVC Pro-Driver policies, plans, services, and procedures

Requirements

  • High School Diploma (or GED) required (or relevant work experience)
  • 2+ years customer service experience
  • Must be fluent in English/Arabic
  • Working knowledge of MSOffice, data entry applications and conducting internet searches
  • Keying speed of a minimum of 35 WPM
  • Exceptional communication and interpersonal skills with an emphasis on customer service
  • Ability to work independently and with a team in a fast-paced environment
  • Fluent in virtual communications (Emails, Instant Messaging and Calls)
  • Familiarity with legal terms is a plus

Nice-to-haves

  • Familiarity with legal terms

Benefits

  • Company funded tuition assistance program
  • Paid Time Off
  • Flexible Scheduling
  • 401(k) - 100% Match up to 5%
  • Medical/Dental/Vision Insurance after 30 days
  • Competitive Pay
  • Career Development
  • Hiring Immediately
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