What are the responsibilities and job description for the Legal Customer Service Representative I (Spanish Bilingual) position at Love's Travel Stops & Country Stores?
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.
Job Functions:
- Provide excellent customer service for members, attorneys, and associates through quality inbound and outbound phone calls
- Achieve and maintain a maximum 6 ½ minute average call handle time
- Handle a minimum of 7 inbound calls an hour, outbound calls as necessary
- 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 and outbound 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.
Experience and Qualifications:
- High School Diploma (or GED) required (or relevant work experience)
- 2 years customer service experience
- Must be fluent in English/Spanish
- 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
Physical Requirements
- Specific vision abilities may include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
Schedule
- 40 hours per week; any overtime must be approved by Supervisor/Manager
- Either 8am-5pm, Monday-Friday or 10am-7pm, Monday-Friday.
Location
- The location assignment is remote.
Our Culture:
Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.
Love's is an Equal Opportunity Employer. Veterans encouraged to apply.