Customer Care Specialist

About LegalZoom

LegalZoom has been providing accessible and affordable online legal services for over 20 years. Since 2001, we’ve helped millions of customers launch, run, and grow their businesses, secure their intellectual property, and protect their loved ones with estate planning documents.

As the industry leader in business formations, innovation remains at the center of all we do. LegalZoom employees are creative thinkers and problem-solvers who thrive on collaboration and embrace diversity, equity, and inclusion. Together, we’re working to make a positive impact on the world.

Where we work

Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.

This position will be located in our Austin, TX office.

Overview

From day one, the Customer Care Specialist is LegalZoom’s initial connection to the customer, providing a positive customer experience, taking a consultative approach to the customer relationship, and proactively identifying and closing revenue opportunities that provide additional value for our customers over time. Account Representatives breathe life into our product and service portfolio and play a critical role in bringing excellence in customer experience to the company’s top client relationships.

You will:

• Assist Customers with phone and email inquiries about order status, payments, refunds, and site operation, as well as provide information about LegalZoom products and services
• Serve as a liaison between Customers and other departments to communicate information
• Use common Customer feedback to identify opportunities to continuously improve the Customer Experience
• Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience
• Ability to think creatively and use various methods in problem-solving; ability to anticipate and resolve problems
• Work on different products or process pilots focused on improving Customer Experience
• Assure quality and accurate representation of products; represent the company professionally and ensure that potential Customers have an exceptional experience
• Thrive with the support of your teammates in daily/weekly meetings and fun team challenges
• Develop top-performing Customer Service skills with our training and development programs

You have:

• 1+ years’ experience in customer-facing roles, preferred
• Troubleshooting experience
• Basic computer knowledge
• Ability to resolve complex issues in a timely and efficient manner.
• Consistent track record of KPI achievement
• Self-starter who takes initiative and works with limited direction
• Impeccable communication skills
• Proficient computer skills and the ability to navigate multiple applications
• Schedule: On-Site Monday-Friday 8:00 am-5:00 pm CT at 11501 Domain Drive, Suite 200, Austin, TX, 78758

The national range for this role is ($33,800 - $43,750). Actual compensation offered will depend on several factors, including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus, and/or restricted stock units may be provided as part of the compensation package.

You will also receive a full range of medical, financial, and other benefits as seen below.

• Medical, Dental, Vision Insurance
• 401 (k), With Matching Contributions
• Paid Time Off
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Plus other wellness benefits to include:
• Fertility
• Mental Health
• One Medical
• Wellness reimbursement of up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.