Legal CSR (Arabic/English Bilingual - Inbound)

About the role

TVC Pro-Driver is a member of the Love's Family of Companies and is a commercial driver's license (CDL) protection subscription service with more than thirty-five years of experience assisting individual drivers and fleets in reducing or dismissing fines, preventing downtime for court and protecting compliance, safety and accountability (CSA) scores.

Responsibilities

• Provide excellent customer service for members, attorneys, and associates through quality inbound phone calls
• Achieve and maintain a maximum 6 ½ minute average call handle time
• Handle a minimum of 7 inbound calls an hour
• Utilize a maximum of 30 minutes in Follow-Up status (Follow-Up status is defined as time unavailable after a call)
• Obtain specific information about membership and input into TVC personal portal
• Precisely note member files that accurately reflects the interaction
• Clearly explain and provide instruction to ensure the member completes any necessary paperwork, follows specific and applicable procedures for their situation
• Support translation of inbound phone calls, document, and e-mail on behalf of members, attorneys, courts, associates, and/or providers from one language to another as required (for bilingual positions)
• Perform all other duties as assigned and required
• Complete assigned training material to company standards (I.e. KnowBe4, Lessonly, Virtual, Ongoing Training and/or Instructor-Led)
• Achieve and maintain effective, responsive, and prompt communications with Manager, Supervisor and staff through virtual channels (I.e. Email, Phone Call, Teams Instant Message and Teams Meetings)
• Report directly to Supervisor prior to scheduled shift for unplanned leave or emergencies
• Maintain good attendance by being present and available during assigned shifts
• Submit planned leave requests 6 or more business days prior to the time being requested
• Stay aware of TVC Pro-Driver policies, plans, services, and procedures

Qualifications

• High School Diploma (or GED) required (or relevant work experience)
• 2+ years customer service experience
• Must be fluent in English/Arabic
• Working knowledge of MSOffice, data entry applications and conducting internet searches
• Keying speed of a minimum of 35 WPM

Skills

• Exceptional communication and interpersonal skills with an emphasis on customer service, including telephone etiquette, voice quality, articulation and listening skills
• Ability to work independently and with a team in a fast-paced environment
• Fluent in virtual communications (Emails, Instant Messaging and Calls)
• Familiarity with legal terms is a plus
• Specific vision abilities may include close vision, distance vision, color vision, depth perception and the ability to adjust focus

Benefits

• Fuel Your Growth with Love's - company funded tuition assistance program
• Paid Time Off
• Flexible Scheduling
• 401(k) – 100% Match up to 5%
• Medical/Dental/Vision Insurance after 30 days
• Competitive Pay
• Career Development
• Hiring Immediately