Sr. CSR (Corporate, Sr. Registered Agent Services) – Hybrid (Nationwide) R0059022

About the role

As a Senior Customer Service Representative (Corporate, Sr. Registered Agent Services), you will leverage specialized skills to address non-standard operational and administrative problems. You will be essential in cultivating in-depth customer relationships and ensuring customers derive maximum value from our products and services. This role involves heavy direct client interactions via written and verbal communication methods and requires excellent organizational and time-management skills, meticulous attention to detail, adaptability, and professional customer service and communication.

This is a hybrid role requiring eight days a month in the closest office (nationwide) within 50 miles (2 days in office, 3 days remotely). You will report to the Manager, Customer Service.

Responsibilities

• Provide direct support to and collaboration with other RASi corporate team members or across departments.
• Manage complex onboarding processes for large or high-profile customers.
• Respond and resolve incoming client, affiliate, and vendor/correspondent requests, queries, issues, and concerns via phone and email.
• Efficiently manage the entire order process from initial client inquiry through processing, invoicing, and follow-up.
• Handle corporate filings including preparation, review, and filing of: articles of incorporation/organization, amendments, DBA/assumed business names, newspaper publications, annual reports, mergers and conversions, withdrawals and dissolutions, pre-clearance documents, tax clearance requests, and reinstatements/revivals.
• Obtain certificates of status from both the Secretary of State and Department of Revenue, conduct name availability and status searches, produce verbal bring-down reports, file/track name reservations and registrations, and obtain copies of miscellaneous public record documents.
• Process apostilles and document authentications and legalizations.
• Act as the main point of contact for high-priority customers.
• Address non-standard customer inquiries and troubleshoot specialized issues.
• Analyze customer renewal and upselling opportunities, working closely with sales and product teams to enhance customer experience.
• Review deliverables and invoices prior to sending to clients.
• Assist with initial client account set-up and maintenance.
• Educate and promote additional services such as Registered Agent Services, transactional services, Federal Employer Identification Number (FEIN) services, corporate kits and supplies, business license renewals, and annual report services (ARS).
• Assist clients with queries regarding online accounts, tools, and services, including specialized training sessions tailored to customer needs.
• Create and maintain filing fees/requirements reference charts.
• Assist with answering phone calls and routing to the appropriate department.
• Perform other duties of similar or lesser nature as required.

Requirements

• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
• High school diploma or equivalent required.
• Preferred: Bachelor’s degree and/or 3-5 years’ experience in corporate services/registered agent industry.

Qualifications

• 3-5 years of exclusive experience within the corporate and registered agent industry, or similar content knowledge from an in-house legal team, law firm, or CPA firm position.
• Fluent knowledge of various corporate document retrievals including plain/certified copies, good standings, certificates of fact, certificates reciting, tax status/good standings.
• Comprehensive 50-state filing knowledge for incorporations, formations, qualifications/registrations, amendments, annual reports, reinstatements, dissolutions, DBAs, apostilles/legalizations.
• 50-state knowledge for filing mergers, conversions, re-domestications, withdrawals, tax clearances, and address changes (preferred).

Skills

• Advanced verbal and written communication skills.
• Specialized problem-solving ability to address and resolve complex issues.
• Strong analytical skills to interpret and act on customer data.
• Deep technical proficiency in company products/services.
• Advanced CRM management and effective use of CRM systems.
• Strong focus on customer advocacy and representing customer needs within the company.
• Effective cross-functional collaboration and teamwork across different departments.
• Expertise in providing in-depth training sessions to customers.
• Ability to work well with others in a team environment, whether remote, hybrid, or in-office.
• Extensive knowledge of the corporate services industry and willingness to learn.

Schedule

• Shift One: 9:00 AM – 6:00 PM CST
• Shift Two: 8:30 AM – 5:30 PM CST

Pay

$37,400.00 - $63,150.00 USD. This role is eligible for a bonus. The compensation range is based on the primary location of the position, with actual base salary influenced by factors including skills, experience, and hiring location.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave