Fulfillment Agent
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 20 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
We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. 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.
We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. 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 on-site at our Austin, TX office located at 11501 Domain Drive, Suite 200, 78758.
Overview
Concierge Service Agents handle detailed document review and end-to-end order processing for high-value, premium orders. They work closely with customers to ensure every part of the order is accurate and complete, providing a high-touch, white-glove experience.
The Ideal candidate is highly detail-oriented with exceptional proofreading and strong communication skills. They must be able to meet tight deadlines and work with a variety of transactions daily.
You will
- Drive the full customer Fulfillment journey, with outcomes that directly impact CSAT and completion timelines
- Operate in ambiguous situations at times without a pre-defined SOP
- Work on concierge customer orders (formations and compliance) from start to finish, including initiating outbound contact with customers on issues directly related to the fulfillment of their orders.
- Receive inbound and outbound contacts from customers to address and resolve issues pertaining to order fulfillment.
- Maintain detailed and timely updates in Salesforce and related platforms to ensure accurate order tracking and reporting.
- Support multi-country vendor enablement via troubleshooting, documentation, and hands on-guidance
- Identify and resolve order fulfillment problems, including liaising directly with government agencies (e.g., Secretary of State, IRS) as needed.
- Research across multiple software platforms and websites such as Salesforce and SOS websites to resolve customer issues efficiently and effectively.
- Manage multiple tasks, prioritize requests, and maintain a schedule of new work and follow-up activities in a high-volume, time-sensitive environment.
- Accountable for consistently meeting established quality standards and contributing to the reduction of backlog levels in alignment with defined targets and expectations.
- Support with training partner teams (internal, offshore, vendor) through back-office support, documentation, and live walkthroughs as needed.
- Adapt to changing priorities and a dynamic environment with a positive and constructive attitude.
- Perform other duties as assigned by management.
You have
- Strong organizational and multitasking skills
- High attention to detail and follow-through
- Strong problem-solving skills, with the ability to think creatively and use various methods to anticipate and resolve issues
- Excellent communication skills, both written and verbal
- Proficiency in navigating multiple data platforms and utility suites (e.g., Salesforce, Google and Microsoft Applications)
- Able to commute to the office daily and adhere to a fixed schedule
- Flexibility to work evenings, weekends, and holidays as needed.
- No restrictions on working 40 hours per week with flexibility of additional hours (overtime).
LegalZoom is a remote-first company and the national range for this role is ($33,800 - $43,750).
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
○ Fringe lifestyle benefits up to $250
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.