Description
Retention Specialist
100% - Remote
About LegalZoom
We believe that everyone should have access to professional legal advice. So, we've built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their business, care for their families, protect their ideas and more. From Estate Planning, to Business Formations to IP, we' ve helped more than four million customers, providing the protection and peace of mind they need. To date, we've grown to become the leading provider of online legal solutions for families and small businesses, and we're committed to making our services ev en more valuable and easier to use than ever before. Join us!
Remote-first
Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.
At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsit e workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.
This position will be remote.
Overview
At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So we started a movement to make legal help available to all.
From day one, the Retention Specialist is LegalZoom's initial connection to the customer, providing a positive custome r experience, taking a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional value for our customers over time. Retention Specialists breathe life into our product and servic e portfolio and play a critical role in bringing excellence in customer experience to the company's top client relationships.
You will• Access the customer's needs by probing and uncovering the root cause of their concern, build rapport, and negotiate to achieve a mutually beneficial one-call resolution• Use common Customer feedback to identify opportunities to continuously improve the Cust omer Experience• Handle inbound calls and make outbound calls to existing customers to promote usage of our subscription services• Manage a pipeline and assist customers with a variety of needs pertaining to their situation, such as attorney services, busine ss formations, estate planning products• Guide customers through terms of sale, billing inquiries, and scheduled payments• De-escalate upset customers and ensure a pleasant customer experience• Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience• Ability to think creatively and use various methods in prob lem solving; ability to anticipate and resolve problems• Work on different product or process pilots focused on improving Customer Experience• Use a consultative selling approach; provide current & potential Customer/s with pricing and effectively close the sale• Retain subscription customers by educating them on the benefits and value of our products and services• Upgrade existing customers to longer-term subscriptions and other applicable products and services• Ability to learn and position strategic partner o fferings to customers based on customer's needs• Assure quality and accurate representation of products; represent the company professionally and ensure that potential Customers have an exceptional experience• Thrive with the support of your teammates in dai ly/weekly meetings and fun team challenges• Develop top performer Customer Service & Sales skills with our training and development programs
Skills and Experience• 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 navigat e multiple applications• 6 months Call Center experience• Logical problem-solving skills• Availability to work various shifts including some overtime• Ability to use Windows operating systems• Organization and work prioritization skills
Why Join the LegalZoom Family?• $16/ hr + $1,850 monthly incentive ($55,480 TTC)• 100% Remote• Extensive Medical/Dental/Vision (includes mental & fertility coverage!)• 401k• Profit-Sharing Opportunity• Wellness Credit (for eligible expenses such as gym equipment , fitness classes, marathons, etc.)• Paid Family Leave• Vacation - 15 Days (13 Days + 1 Floating)• 10 Paid Holidays
What Remote Life with LegalZoom Requires• Internet access provided by a cable or fiber provider• The minimum upload speed of 10 Mbps• Minimum download speed of 50 Mbps• Maximum ping response of 70 MS, preferably lower• Availability of an Ethernet connection to the internet source is required• A secure space where monitors are not seen by anyone outside of LegalZoom• An environment free from noise where conversations with customers cannot be overheard
#LI-Remote
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity.