Customer Service & Operations Ninja @ Growing Tech Startup

The Company

Off The Record (OTR) is committed to making the world more just and equitable for all. We live in a country that prides itself on "justice for all" despite the fact that 80% of Americans can't afford a lawyer when they need one. This has had a devastating effect on the country as a whole, leading to the highest rate of incarceration and criminal records in the world. In fact, there are more Americans with a criminal record than with a college degree.

Our mission is simple - we aim to level the playing field by making access to lawyers and the legal system easy and affordable. We believe that booking a legal service should be as easy as buying something on Amazon. Whether you're fighting a traffic ticket, adopting a child, accused of a crime, or staving off an eviction, we believe competent, affordable legal help should be at your fingertips.

We are venture backed by some of the most sought after, mission focused investors. What we need now is highly talented individuals to make our mission a reality.

How It Works

A user with a legal issue visits our website or downloads our app. They provide some information about the legal issue. We provide them with an instant quote. If the user decides to book a case, we instantly match them with a local, experienced attorney able to help them with their specific issue. Go to https://offtherecord.com and try it out for yourself!

It's important to note that we intelligently match each user with the most appropriate attorney for their specific issue. Because of this, we have a 97% national success rate.

The Team

We are a startup, a small team. The culture we foster is important to us. You can count on us to listen, to be honest, and to try our best to do what’s right, every day. At OTR, we each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

Job Description

Fast-paced customer service environment. You will be handling inbound requests from our users and customers via phone, email, live chat, SMS and social media.

• You'll provide potential customers with legal information so that they can make an informed decision as to how they want to handle their legal issue.

• You'll work with, and support, attorneys across the country.

• You'll use your soft-sales skills to encourage potential customers to use our service over the competition (it's an easy sell, our value proposition is unmatched).

We're looking for a stellar individual who is looking for a career, not a job. You must have a customer-centric attitude, a strong bias for action, and an ability to learn on the go. You must be able to handle a high volume of contacts accurately and intelligently.

Responsibilities

• Answer incoming phone calls and place outbound calls when necessary
• Reply to customer emails intelligently and accurately
• Various clerical and data entry duties
• Deal with escalations and unforeseen situations as they come up
• Learn the space - You'll need to familiarize yourself with the laws in each state.
• Continuous learning - Everyone on the team is constantly learning. You must have a learning mindset and be able to apply new knowledge.

We are a startup, so it's always all-hands-on-deck. You will be expected to wear multiple hats.

Qualifications

• Exceptional customer service skills (This is a must!)
• Exceptional written and oral communication skills (This is a must! Please include a cover letter.)
• Comfortable taking, making and handling phone calls
• Ability to multi-task
• Proven attention to detail
• Self-starter, able to complete work with minimal guidance/supervision

Nice To Have

• Paralegal experience or experience working in a law firm
• Fluent in multiple languages
• Experience with ticketing system (Zendesk, Freshdesk, etc.)
• Experience with CRMs

Opportunity

Looking to hire immediately. We're a successful startup with plenty of room for growth.

Job Type

• Fulltime / Fulltime Contract
• Medical + Dental benefits
• Fully remote (Must have a home office or quiet place to work from, and a strong, reliable internet connection)

How to Apply

• Apply here on Wellfound.
• Applicants with a complete profile are more likely to be contacted (i.e. Upload your resume, connect your Linked In profile, fill in desired salary, profile picture, etc.)