Job Description

Customer care is our passion here at LegalZoom. Our goal is to delight our Customers, resolve questions, and always provide best-in-class Customer Care so each and every Customer leaves with the same feeling about LegalZoom that we share as a company – it's a great place. As an Email Specialist, you truly help lead this important task and build buzz about LegalZoom through positive Customer interactions. LegalZoom needs experienced Customer Care professionals who can deliver friendly, knowledgeable Customer Support about LegalZoom products and services. It's a fun and fast-paced Customer Care contact center, so we need individuals with a demonstrated history of providing best-in-class customer support who can work a variety of shifts in a positive collaborative environment. Our ideal candidate has a proven track record of being dependable, self-sufficient, and detail-oriented within a high-pressure, fast-paced environment. This is a great opportunity for those dynamic talents who can multi-task and can appreciate a fast paced environment.

Required Skills

What you'll do:

• Assist Customers with email, chat, and occasional inbound/outbound phone inquiries about order status, payments, refunds and site operation, as well as provide information about LegalZoom products and services
• Use common Customer feedback to identify opportunities to continuously improve the Customer Experience
• Ability to think creatively and use various methods in problem solving; ability to anticipate and thoroughly resolve all stated questions and potential issues that might arise
• Assure quality and accurate representation of products; represent the company professionally and ensure that potential Customers have an exceptional experience
• Assist the department with all customer related initiatives
• Help achieve companywide objectives while ensuring complete customer satisfaction in a "one contact" environment
• Manage time and company resources appropriately
• Performs other duties as assigned by Supervisor

Required Experience

Qualifications:

• 2-3 years of Customer Care experience in a high-volume business-to-consumer contact center, legal, medical or other service environment
• 1-2 years of email and/or chat experience in a call center environment
• Ability to type a minimum of 60 WPM
• Ability to multi-task
• High proficiency with MS Office
• Experience with Salesforce.com or other CRM tools
• Extreme attention to detail

• Excellent oral and written communication

• Ability to stay focused amid constant interruptions

• Enthusiastic and "self-starter" approach