SkySource Solutions is hiring: Customer Service Representative in Cleveland

We are seeking 10 tech savvy Legal Customer Service Reps to join our growing and enterprise team! You will be responsible for networking with our Attorneys and Customers and this role is a Legal Customer Service role that will train onsite in Downtown Cleveland for 2 months then go HYBRID which is 3 days from home and 2 days in office. Hours are 8am-5pm, Monday-Friday.

Compensation

• Compensation starts at $19 per hour with ROBUST benefits and hires in at $20.00 after 90 days.

College Experience

• In order to be considered for this role, you must have at least some college with 2 years of Customer Service or 2 Years of Customer Service and a Bachelors Degree.
• In order to be considered for this role, you must have at least some college with 5 years of Customer Service or 2 Years of Customer Service and a Bachelors Degree

Training

• Training starts on December 9th and must be able to start on that date. We are hiring 10 Legal Customer Service Reps (this is a firm start date)
• Must not have any vacations or time off needed in the first 90 days.
• Monday-Friday for the first 4 weeks hours are 8:30am-8:00pm

Looking for detailed Customer Service applicants who have provided Customer Support or potentially have come from the Financial, Legal, Technical, Hospitality or Retail industry.

This is a Hybrid role and after 2 months of training onsite at our downtown office you will move to hybrid once assessed, 3 days from home and 2 days in the office. Eligibility for hybrid schedule is based on performance, attendance and access to high speed internet and quiet space to work at home - this is evaluated monthly.

Responsibilities:

• Provide information about our legal insurance plans to our Attorneys and clients
• Troubleshoot and resolve customer issues and concerns
• Outgoing personality, strong communication skills with professionalism as we are speaking to Law Offices 90% of the day. Organized and self-starter. Must be a team player, as working together with the team is crucial to scheduling success. This team handles incoming scheduling requests to schedule appointments accurately for our members, fully communicating between legal plan participants and network attorneys, within 48 hours from receiving the request. This team works closely with our Client Service Center and Panel Departments to achieve departmental performance goals and high customer satisfaction levels.
• Ideal Qualifications: 2+ years of previous customer service experience Experience with Cisco phone system reporting and Calabrio WFM.
• Ability to work and prioritize independently, as well as in collaboration with a team.
• Excellent oral and written interpersonal and communication skills Strong work ethic with the ability to self-start, prioritize, and multi-task in a fast-paced environment
• Able to effectively handle sensitive/confidential situations and documentation Ability to investigate and resolve inquiries while managing work targets and deadlines
• 8Strong verbal, interpersonal and organizational skills Works well under pressure

• Ability to work on 3 computer screens
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Processing member intake forms and scheduling consultations with network attorneys Reviewing scheduled appointment information with members and providing appointment details via member’s preferred communication channel(s)

Addressing member’s scheduling needs in a single interaction Providing adequate documentation of member/attorney scheduling journey Documenting all pertinent information correctly in member’s record Verifying existing member information and preferences are accurately reflected in the intake record Investigating, resolving, and documenting service requests in a timely and efficient manner Reviewing assigned work queues and addressing any pending scheduling needs Maintaining confidentiality of information at all times Adhering to organizational and departmental policies, procedures, and established best practices Demonstrating strong customer service skills in all interactions with members and our network of attorneys Following up on submitted authorizations Maintaining email resource and internal log and working closely with supervisors and managers Qualifications

• 2-5 Previous experience in customer service, or other related fields
• Strong customer service skills
• Ability to work on 3 computer screens
• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills
• Be located in the Greater Cleveland area.
• Have a reliable, high-speed internet/WIFI connection available in his/her home
• Have a quiet place from which to work
• This is a Hybrid role and after 2 months of training onsite at our downtown office you will move to HYRID, 3 days from home and 2 days in the office.