POSITION SUMMARY

We are hiring a Customer Service Representative to provide litigation support for multiple dockets within the Pre-Settlement Portfolio. This role requires an individual with strong communication skills and a desire to help and serve people. You will also be asked to keep records, modify, and escalate complaints across several communication channels, as well as maintain and document data through mass forms of communication (mail, email, phone, etc.). To do well in this role, you will need an empathetic, proactive approach with a willingness to collaborate with both internal and external customers. The ideal candidate will have call center experience with the ability to deliver an effective message to a robust claimant universe while maintaining exceptional attention to detail. This candidate should also possess the skills to remain calm when customers are frustrated and the ability to navigate between different computer platforms while conducting phone interviews .

DEPARTMENT: Pre-Settlement Services

POSITION LOCATION: Houston, TX

JOB RESPONSIBILITIES 

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels (phone, email, mail, etc).
• Acknowledging and resolving customer complaints.
• Knowledgeable/fast learner.
• Legal and medical terminology.
• Keeping records of customer interactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proven customer support experience.
• Track record of meeting quotas.
• Strong phone contact handling skills and active listening.
• Familiar with Customer Resource Management systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication .
• Ability to multi-task, prioritize, and manage time effectively.
• High School diploma or equivalent; college degree preferred.

BENEFITS

• 401(K) retirement plan with matching contributions.
• Comprehensive health insurance coverage.
• Dental and vision insurance plans.
• Parental leave to support work-life balance.
• Short-term and long-term disability coverage. 

ABOUT ARCHER

ARCHER Systems is a leading technology-enabled legal services company that provides pre-settlement and post-settlement administration services for a single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top-tier talent to enhance customer service and offer new product lines and services.

ARCHER’s core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate, and bankruptcy coordination, release administration, medical records review, plaintiff fact sheet, and other intake/census preparation and management. ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics, and reporting are handled efficiently and effectively.