The purpose of this role is to serve as the primary point of contact for members delivering clear, accurate support for members to RTBA.
DUTIES AND RESPONSIBILITIES |
- Serve as the first point of contact for members via phone, email, and chat, addressing inquiries related to legal defense coverage and services.
- Provide clear, accurate information about membership benefits, policies, and procedures in a professional and empathetic manner.
- Assist members during high-stress or urgent situations by guiding them through next steps and connecting them with appropriate resources.
- Document all customer interactions thoroughly and accurately in the company’s systems.
- Escalate complex or sensitive issues to supervisors or legal support teams as needed.
- Maintain strict confidentiality of member information and case details.
- Follow established protocols and compliance guidelines related to legal defense services.
- Resolve customer concerns and complaints efficiently while ensuring a positive experience.
- Collaborate with internal departments (e.g., legal, billing, membership services) to ensure timely issue resolution.
- Stay up to date on company policies, service offerings, and relevant legal processes.
- Support onboarding of new members by explaining services and answering initial questions.
- Identify trends in customer inquiries or issues and provide feedback to improve processes and services.
- Meet performance metrics such as response time, resolution time, and customer satisfaction standards.
- All other duties as assigned.
- A high school diploma or equivalent
- A minimum of 3 years of customer service experience required
- Excellent verbal and written communication
- Attention to detail required
- Speak clearly and consistently throughout the day
- Hear and understand clients over the phone
While performing the duties of this position, the employee is subject to a typical office environment. The noise level in the work environment is usually low to moderate.
The job requires a heavy amount of sitting and computer usage for extended periods of time with walking and light lifting of objects.
Not Applicable.
Must be 18 years or older.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER
Export Control Compliance Notice
This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Freedom Central Holdings may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.