Req ID: 433267 

 

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.

 

BASIC PURPOSE: The Level One Bilingual Legal Customer Service Representative (Legal CSR) acts as the first point of contact for our Pro-Driver members, answering and managing their inquiries for information or service.

 

JOB FUNCTIONS:

Includes duties that the employee must be able to perform, either unaided or with the assistance of a “reasonable accommodation.”

• 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
• Staying aware of TVC Pro-Driver policies, plans, services, and procedures.

 

QUALIFICATIONS:                                                                                                     

Education Requirements

• • High School Diploma (or GED) required (or relevant work experience)

Professional Experience

• • 2+ years customer service experience

Licenses, Certificates, Credentials, and Other Requirements

• • Must be fluent in Russian/English.
  • Working knowledge of MSOffice, data entry applications and conducting internet searches
  • Keying speed of a minimum of 35 WPM

Skill Sets

• • 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

POSITION REQUIREMENTS:

Physical Requirements

• • While performing the duties of this position, the employee may be required to: Stand, walk, sit for long periods of time, use hands to handle or feel objects, reach with hands and arms, climb stairs and/or ladders, maintain balance, stoop, kneel, crouch or crawl, talk or hear.
  • Specific vision abilities may include close vision, distance vision, color vision, depth perception and the ability to adjust focus.

Environmental

• • Work-From-Home position.

Schedule

• • 40 hours per week; any overtime must be approved by Supervisor/Manager
  • 8am-5pm, Monday-Friday
  • The noise level in the in office work environment is usually moderate.

Location

• • The location assignment is remote.

 

Job Function(s): Corporate 

 

Love’s has been fueling customers’ journeys since 1964. Innovation and perseverance continue to lead the way for the family-owned and -operated business headquartered in Oklahoma City with more than 40,000 team members in North America and Euro