Concierge Success Partner
Description
About LegalZoom
LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 25 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you.
Where we work
Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.
Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.
The position will be onsite at our Austin office
Overview
From day one, the Concierge Success Partner is one of LegalZoom’s initial connections to the customer, providing a positive customer experience, taking a consultative approach to the customer relationship, proactively identifying and resolving potential customer order/relationship concerns. Concierge Success Partner 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.
You will
- Assist Customers with phone, chat, and email inquiries about order status, payments, refunds and site operation, as well as provide information about LegalZoom products and services
- Serve as a liaison between Customers and other departments to effectively communicate information needed to service customers
- Handle more complex call types that require additional product/process knowledge and research in order to resolve
- Exhibits above average critical thinking skills and ability to multi-task in a fast-paced environment
- Handle escalated calls due to complex issues with customer’s order
- 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 resolve problems
- 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 daily/weekly meetings and fun team challenges
- Actively progress the customer’s order to completion via order processing and fulfillment.
- Partner with frontline Tier 1 Customer Care Specialists to provide guidance and assistance necessary to maintain and retain the customer via an exceptional experience
You have
- 3–5 years' experience in customer-facing roles
- Consistent track record of meeting department goals
- Self-starter who takes initiative and works with limited direction
- Demonstrated customer de-escalation experience
- Impeccable communication skills
- Proficient computer skills and the ability to navigate multiple applications
- 1-3 years Call Center experience
- Logical problem-solving skills
- Ability to actively listen to customers, show empathy, probe for clarification, and provide consultative guidance based upon customers’ needs
- Ability to use Windows operating systems
- Organization and work prioritization skills
The salary range for this role is ($39,500 - $63,200). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical
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, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.