Description

AM Chat Representative 

About Us

LegalZoom is the nation’s leading provider of personalized, online legal solutions and legal documents for businesses and families.  We are high-growth and fast-paced with a mission to disrupt the legal industry by bringing great legal help to people at a reasonable price.  We believe in hard work, passion, and innovation for what we do and how we deliver.

Job Description

From day one, the Chat Representative is LegalZoom’s initial connection to the customer, providing a positive sales experience, taking a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional value for our customers over time. Chat Representatives breathe life into our product and service portfolio and play a critical role in bringing excellence in customer experience to the company’s top client relationships.

• Pre-sales activities include prospecting, customer needs analysis, identifying cross sell and upsell opportunities and coordinating the subscription process to ensure timely solution deployment & billing, and proactive outbound follow up to help customers complete their purchase process
• Post-sales activities include review of customer accounts to provide clarity and resolution on problem orders, setting proper expectations regarding order timeline, proactively identifying and resolving order issues, reviewing customer subscriptions to encourage engagement and active use of active subscriptions, as well as renewal activities and customer retention activities to increase service lifetime value

Key Responsibilities

As well as building the business with existing customers, the scope of the role will also include developing relationships with new clients. You will:

• Build trust in the company and ensure our customers are provided with accurate product knowledge
• Achieve outbound call, chat, and email targets set by management team
• Responsible for building and maintaining customer relationships through pipeline management
• Meet or exceed monthly revenue targets and departmental KPIs
• Uncovering customer’s needs and presenting an accurate high-level overview of our value proposition
• Understand unique business problems and provide solutions
• Develop and maintain deep expertise of LegalZoom products and best practices to provide value to customers
• Provide personalized support that aligns with our company brand and voice, directly impacting our customer retention
• Follow up with customers to further educate and solidify their business plans
• Ability to work harmoniously with others towards individual and team targets

Qualifications

• Associates degree preferred, but not required
• 1-3 years' experience in customer-facing roles, preferred
• Consistent track record of quota achievement
• Self-starter who takes initiative and works with limited direction
• Impeccable communication skills
• Proficient computer skills and the ability to navigate multiple applications
• Minimum typing speed 55 wpm
• Spelling and grammar testing will be administered prior to interviews