Legal Research Agent at LexisNexis

About the job
Customer Support Representatives (CSRs) provide high-quality multi-channel support (including but not limited to telephonic, chat, and email) and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. CSRs initiate the escalation process for unresolved customer problems and any follow-up with customers. CSRs apply skills from training, education, experience or certifications to fulfill their daily responsibilities. Our CSRs with advanced education, experience or certifications are expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. CSRs work in a team environment to maximize individual and team performance. Additional job functions & qualifications may be required based upon the type of support needed or the products supported, including research/usability support, technical troubleshooting, account management/maintenance, and other tasks as may from time to time be required to fulfill our support mission.

Accountabilities:

• Assist customers, regardless of channel, with product usability support and research assistance.
• Diagnose and resolve problems using department tools, resources, business judgment, and expertise, resulting in increased customer confidence with LexisNexis products.
• Act as an advocate for the customer in reporting feedback and resolving issues.
• Perform as a positive role model by demonstrating continuous performance improvement, solid business skills, and support of department and company objectives.
• Ensure individual productivity and quality levels are met in order to meet and exceed customer expectations.
• Work effectively and cooperatively in a team environment and collaborate across the organization.
• Adapt to a frequently changing environment, which includes supporting new products and policies as well as using new tools.

Multi-task to maintain efficiency.

Education or equivalent experience:

• Juris Doctorate or LLB required.
• Bar licensure not required.

Qualifications:

• Customer service relationship building in all customer contacts.
• Strong PC skills, including working knowledge of Windows operating systems, Microsoft Office, multiple internet browsers, and basic technical troubleshooting steps
• Typing skills – minimum 40 wpm.
• Lexis Advance product experience a plus.
• Commitment to providing resolution to customer issues on the first pass.
• Strong communication skills both written as well as verbal.
• Strong business acumen to understand the impact of decisions on the customer base as measured by the Net Promoter Score performance.
• Must be able to work 2nd shift as well as holidays and weekends to support a global organization and meet customer expectations.