AddressReq 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,sitforlongperiodsoftime,usehandstohandleorfeelobjects,reachwithhands andarms,climbstairs and/or ladders,maintainbalance, stoop, kneel,crouchor 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-Homeposition.
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 Europe. The company’s core business is travel stops and convenience stores with more than 630 locations in 42 states. Love’s continues its commitment to offer products and services that provide value for professional drivers, fleets, four-wheel customers, RVers, alternative fuel and wholesale fuel customers. Giving back to communities Love’s serves and maintaining an inclusive and diverse workplace are hallmarks of the company’s award-winning culture.
The Love’s Family of Companies includes:
- Gemini Motor Transport, one of the industry’s safest trucking fleets.
- Speedco and Love’s Truck Care, the largest oil change and preventive maintenance and total truck care network.
- Musket, a rapidly growing, Houston-based commodities supplier and trader.
- Trillium, a Houston-based alternative fuels expert.
- TVC Pro-driver, a commercial driver’s license (CDL) protection subscription service.
