Representative, Customer Service

$41,600 - $41,600/Yr

Esquire Deposition Solutions - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Professional, Scientific, and Technical Services

About the position

The Representative, Customer Service is responsible for delivering exceptional service and fostering positive client relationships. This role involves working closely with stakeholders to swiftly and professionally resolve client issues, ensuring high levels of client satisfaction.

Responsibilities

• Create a positive and lasting impression on clients.
• Anticipate client needs and deliver excellent service.
• Maintain accurate client records in partnership with client executives and operations managers.
• Collaborate with stakeholders to ensure client satisfaction.
• Process client requests for delivery of transcripts, exhibits, video, and other special services.
• Research and respond to stakeholder questions regarding transcript distribution, delivery, formatting, and confidentiality.
• Investigate complaints, coordinate resolutions, and follow up to ensure client satisfaction.
• Efficiently navigate through databases to obtain information while documenting all communication and activity.
• Act as a liaison between clients and court reporters.
• Nurture and develop client and reporter relationships.
• Maintain discretion while handling confidential information.
• Provide instruction to reporters and clients on how to use company programs.
• Other duties as assigned.

Requirements

• Excellent written and verbal communication skills, interpersonal, and organizational skills.
• Ability to remain professional and courteous in challenging situations.
• Ability to organize work with strong attention to detail.
• Ability to work independently and efficiently.
• Ability to meet deadlines and up-sell products and services.
• Ability to multi-task and perform in a high-pressure environment.
• Skill using Microsoft Office Suite of programs.
• Ability to learn and use various computer applications.
• Creative thinking and quick decision-making.

Nice-to-haves

• Experience reading, analyzing, and interpreting general legal and/or governmental regulations.
• Industry and company knowledge of products and services.
• Industry experience working with attorneys and legal teams on high demand timelines.