We are hiring a Legal Helpline to manage customer/client queries and complaints. You will also be asked to process orders, and modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customer/client are frustrated and have experience working with computers. The Legal Helpline Attorney will provide advice and brief services to
eligible clients in the areas of housing, family, consumer, public
benefits, probate and estate planning, etc. Contact with clients will
primarily be over the telephone. A desire to represent the needs of
low-income clients and underserved populations is essential.
Duties:
- Provide advice on to clients over the telephone regarding civil legal matters;
- Provide brief services to clients, such as drafting pro se documents, calling third parties, engaging in brief negotiations.
- Draft advice letters and provide clients information about other resources.
- Conduct legal research;
- In coordination with the Managing Attorney, communicate and foster relationships with the courts, local and state bar associations, community agencies, and local client groups;
- Represent TRLS at meetings, community events, and other outreach.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer/client inquiries.
- Communicating with customer/client through various channels.
- Acknowledging and resolving customer/client complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer/client interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer/client process.
- Managing a team of junior customer/client representatives.
- Ensure customer/client satisfaction and provide professional customer support.
Qualifications:
- Excellent oral, written, and legal research skills;
- Ability to work independently and as part of a team;
- Proficiency with Microsoft Office and G-Suite;
- Demonstrated interest in public interest law and commitment to justice for low-income and underserved populations;
- Bilingual (Spanish/English), preferred, but not required.
- High school diploma, general education degree or equivalent.
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience working with customer support.
Must-havee
- Must be located in the USA
- You need reliable high-speed internet
- Work remotely - anywhere in the USA
- We are looking for a long-term fit and to have you grow with the company
- Dedicated workspace free of distraction
