Customer Experience Specialist

About This Role

This role involves overseeing volunteer workflows and providing exceptional assistance to callers. You will contribute to impactful operations and support a diverse team of legal volunteers.

Responsibilities

• Coordinate and oversee workflows for legal volunteers (attorneys, paralegals, law students) to ensure effective caller support and data collection
• Support the recruitment and retention of volunteers, maintaining adequate staffing levels to meet call volume demands
• Update and maintain volunteer resources such as technical guides, state-specific information, and training materials
• Provide technical assistance to volunteers, addressing questions and resolving connectivity issues
• Develop and lead training sessions to prepare volunteers for their roles
• Conduct research to enhance legal resources and align operations with best practices in call center management
• Monitor interactions logged in the database system to ensure quality control and identify systemic issues
• Create detailed daily reports summarizing call data, analyzing trends, and contributing to coalition activities and messaging
• Assist in preparing after-action reports and capturing relevant data for future improvements

Requirements

• Proven experience in call center customer service or related roles
• Proficiency in managing multiple browsers and handling technical troubleshooting
• Strong skills in email correspondence and communication
• Expertise in addressing customer success and support needs
• Ability to resolve connectivity issues and provide technical solutions
• Excellent organizational and analytical skills
• Experience in training and mentoring teams
• Familiarity with database systems and generating quantitative and qualitative reports

Qualifications

• Entry level

Benefits