Customer Care Representative

For three decades, GCG, has been the recognized leader in providing legal administrative services for class action, mass tort and bankruptcy cases. In fact, we are the first claims administrator to have earned SOC 2, Type 1 certification.

The breadth and depth of our experience, responsiveness, global resources and state-of-the-art technology have made us the recognized leader in our field and the partner of choice for leading law firms, corporate legal departments, government agencies, and other legal professionals requiring our unique administrative support.

With more attorneys than any other firm in our business, and a staff of more than 1,000 that includes a team of software engineers, call center professionals, in-house legal advertising specialists and graphic artists with extensive website design experience, resources are unparalleled in the industry. We have offices coast-to-coast and are ready at a moment's notice to provide cost-effective administration services tailored to the needs of each case, regardless of its size or complexity.

SUMMARY The Customer Care Representative (CCR) is responsible for providing effective customer service for all internal and external customers by using the necessary scripts, FAQs (Frequently Asked Questions) and other resources necessary to provide accurate information. Responsibilities include listening to calls, researching the FAQs to ensure that accurate information is being delivered, write feedback and correspond through email. Additionally, effective communication with supervisors, team members, and project managers when necessary is a must.

COMPLEXITY As the first interaction with our clients and sets the perception for the project. Their adherence to the guidelines is crucial. Customer care representatives may troubleshoot issues, provide information, and make decisions that involve escalating calls. This may include contacting the appropriate parties to intervene if needed. This role is also responsible for communicating any concerns or ideas for enhancing the overall departmental procedures to their direct supervisor and/or contact center management.

ABILITIES/KEY COMPETENCIES/SKILLS

• Proficient in the use of computers and telephones
• Strong oral and written communication skills
• Strong attention to detail
• Ability to navigate websites and applications quickly and effectively
• Strong decision-making skills
• Strong data entry skills
• Ability to be open to constructive feedback and areas of opportunity

EXPERIENCE/CERTIFICATES/EDUCATION

• High school diploma or equivalent is required
• Secondary education preferred
• Two years of customer service, customer care or applicable experience is preferred.
• Call center experience in an inbound and/or outbound capacity.
• Ability to Analyze written and recorded communication
• Have the ability to receive, articulate, write and deliver constructive feedback.
• Have the ability to multitask.
• Desire to be in an environment where continuous learning is the norm.

All your information will be kept confidential according to EEO guidelines.