| Customer Experience Specialist |
| Wilmington, Delaware |
| Our Client is dedicated to solving one simple question, “Why is getting paid by insurance |
| companies such a frustrating experience?” With a nationwide network of personal injury |
| lawyers, Our client is poised to help injured claimants navigate the confusing world of |
| insurance by partnering them with a dedicated expert in their local area. Our goal is to ensure |
| that everyone has access to qualified legal advice, so that every American can receive the |
| information and assistance they need. |
| The Role: |
What You’ll Do:
- Obtain client information by answering telephone calls; making outbound calls; interviewing clients; verifying information.
- Determine eligibility by comparing client information to screening questions.
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
- Navigate internal databases and input customer information.
- Evaluate a variety of factors to analyze the quality of leads
- Identify customers’ needs; clarify information; transfer calls to partner law firms
- Proficiency in Excel, Google Suite, and Project Management Tools
- Strong verbal and written communication skills
- A high attention to detail and a customer-centric mindset
- Comfortable working in a fast-paced environment
- Adaptability and flexibility
- Customer focus and adaptability to different personality types
- Ability to multitask, set priorities and manage time effectively
- Minimum 1 year of experience supporting a technical product in customer support
- Minimum 1 year of experience handling high volume of phone calls
- Basic understanding of Personal Injury Law and Advertising Regulations
- Experience collaborating closely with teams outside of support
- Experience in digital media and/or lead generation