Customer Success Representative (FT) Job at Farmer & Wright
Customer Success Representative (CSR)
About Us
About Us
Farmer & Wright is a growing Boutique Law Firm centered in Kentucky, representing clients in Bankruptcy, Disability, Personal Injury, and Immigration matters. Our goal is to help our clients get to a better place than they are right now.
Our prospective clients are in a difficult place in their lives, and we want them to know that we can absolutely help. We hold hands with our clients during the most challenging and stressful times of their lives. We do not operate like a traditional law firm and are always looking to think outside the box and try new ideas to drive engagement.
The role: Customer Success Representative (CSR)
As a Customer Success Representative at Farmer & Wright you’ll play a vital role in ensuring our customers have an exceptional experience when contacting us.
We are looking for an energetic, upbeat, and professional rockstar to join our growing team. This important contributor will play a critical role in the interaction between F&W and its current and prospective clients and must have a customer-first mindset.
The ideal candidate will be self-motivated, hardworking, team-oriented, and an excellent oral and written communicator. We are a fast-paced, dynamic, and growing business which means lots of innovation and change, and we are looking for like-minded people to join our team!
Customer Service Representatives are the first human touchpoint for our clients, and you must be pleasant, a good listener, and even-tempered. We expect every call to be answered on the first ring to support our industry-leading service experience. Phones are integral to how customers reach us, and the ideal person will enjoy helping customers with a variety of inquiries.
To effectively complete all these tasks the best candidate will be organized, pay close attention to detail, work productively, communicate with customers and internal employees, and be a willing learner. This position requires someone with high energy that is excited to help customers daily.
This is a full-time position, 100% in person and only eligible for those who are authorized to work in the USA.
Main Responsibilities:
- Answer incoming phone calls, while directing to appropriate departments and taking messages when necessary.
- Conduct daily “We Care” calls to existing cliental.
- Process and electronically file incoming client documentation needed for court proceedings, by maintaining client databases via Keap & Clio document management systems.
- Assist in completion of new client documentation.
- Collect and upload Personal Injury and Disability files/discs/mailings for attorney review via document management systems.
- Occasionally book conference rooms for attorneys/clients to discuss cases or review documents.
- Coordinate catering requests as directed.
- Special projects when necessary, including retrieving documents from local courthouse and assisting with caseloads, with a vast knowledge of excel spreadsheets.
- Serve as notary public when needed for cliental.
- Greet guests in a professional and hospitable manner, while providing assistance as needed and ensuring their comfort while on premises.
Qualifications and Requirements:
- Must be willing to work from 8:00am to 5:00pm Central Standard Time in our Paducah Office.
- Must have at least two years’ experience working in a customer service position providing support through email, calls, chat, and social media.
- Must have strong computer skills and strong data-entry/keyboard skills.
- Must have experience working with metrics such as handle time, quality assurance and more.
- Must be able to effectively communicate in English, verbally and in writing. Bi-lingual is a plus (English and Spanish).
- Ability to manage and resolve conflict quickly and professionally.
- Must be highly organized, with excellent attention to detail.
- High school degree, GED, or equivalent work experience.
- Must have a customer first mindset which is measured through customer experience feedback.
Compensation:
$12 - $15 hourly - plus benefits.
Benefits:
- Paid time off
- Retirement plan
- Health insurance
- Health savings account
- Professional development assistance
We are keen to hear from individuals who believe they can have valuable input and identify themselves with our mission and environment.
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