Customer Service Coordinator (Registered Agent) – Hybrid (Nationwide) R0060675
Wk · USA-TX-Austin-Southwest Pkwy, United States · onsite
Customer Service Coordinator (Registered Agent) – Hybrid (Nationwide) R0060675 | FCC | CLC - Registered Agent Solutions Inc.- Wolters Kluwer
Job Description: As a Customer Service Coordinator (Registered Agent), you will leverage extensive knowledge and advanced skills in operational processes from within the corporate and registered agent industry to provide strategic support to key customers, team members, and other departments. You will play a pivotal role in not only solving complex issues but also enhancing and optimizing customer satisfaction and engagement.
You will work directly with team members or other departments to successfully complete all project requests in a timely, accurate and efficient manner. You will be an information, training, and project management resource for others. You will have extensive direct client interactions via written and verbal communication methods. To be successful in this role the Corporate Success Coordinator must have excellent organizational and time-management skills, pay meticulous attention to detail, possess strong small and large project management skills, be adaptable, be able to properly delegate tasks or segments of projects, and uphold professional levels of customer service and communication to both internal and external clients. This role is perfect for those with a proven track record and tenure within the corporate and registered agent industry.
Hybrid: Eight days a month we come together in the closest office (Nationwide) within 50 miles to experience the value of connecting with colleagues (2 days in office, 3 days remotely). You will report to the Manager, Customer Service. This role is a part of FCC | CLC - Registered Agent Solutions Inc. – Wolters Kluwer. Please view the site office location directory for potential office preferences. | https://bit.ly/Find_A_WK_Office | #LI-Hybrid
Shift Hours:
- 7:30a - 4:30p PACIFIC
- 8a – 5p PACIFIC
Corporate and Registered Agent Industry Experience:
- The preferred candidate will have:- 5+ years of exclusive experience from within the corporate and registered agent industry, or similar content knowledge from an in-house legal team, law firm, or CPA firm position.
- Fluent knowledge of various corporate document retrievals that include plain/certified copies, good standings, certificates of fact, certificates reciting, tax status/good standings
- Extensive 50 state filing knowledge for incorporations, formations, qualifications/registrations, amendments, annual reports, reinstatements, dissolutions, dba’s, apostilles/legalizations.
- Experience with complex 50 state filings for mergers, conversions, re-domestications, withdrawals, tax clearances, and address changes.
Educational Experience:
- High school diploma or equivalent required.
- Preferred Education: Bachelor’s degree and/or 5+ years’ experience in corporate services/registered agent industry, or similar content knowledge from an in-house legal team, law firm, or CPA firm position.
Skills:
- Strategic Communication: High-impact verbal and written communication skills.
- Complex Problem-Solving: Ability to address and solve the most intricate problems.
- Strategic Analytical Skills: Advanced skills in analyzing and acting on complex data.
- Comprehensive Technical Proficiency: Thorough knowledge of all product/service facets.
- CRM Mastery: Expert-level CRM system use and management.
- Customer Advocacy Leadership: Leading efforts to represent and advocate for customer needs.
- Interdepartmental Collaboration: Effective collaboration with highest levels of organizational leadership.
- Advanced Training Capabilities: Proficiency in delivering complex training and education sessions.
Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide direct support to and collaboration with other RASi corporate team members or across departments.
- Responsible for effectively communicating with clients regarding corporate services.
- Manage complex onboarding processes for large or high-profile customers.
- Respond and resolve incoming client, affiliate, and vendor/correspondent requests, queries, issues and concerns via phone and email.
- Efficiently manage the entire order process from initial client inquiry through processing, invoicing and follow up.
- Responsible for corporate filings including, but not limited to the preparation, review and filing of: articles of incorporation/organization, amendments, DBA/assumed business names, newspaper publications, annual reports, mergers and conversions, withdrawals and dissolutions, pre-clearance documents, tax clearance requests, and reinstatements/revivals.
- Responsible for obtaining certificates of status with both the state and revenue departments, conducting name availability and status searches, producing verbal bring-down reports, filing/tracking name reservations and registrations, as well as obtaining copies of miscellaneous public record documents.
- Process apostilles and document authentications and legalizations.
- Act as the main point of contact for high-priority customers.
- Address non-standard customer inquiries and troubleshoot specialized issues.
- Analyze customer renewal and upselling opportunities that may require closely working with sales and product teams to enhance customer experience.
- Responsible for reviewing deliverables and invoices prior to sending to clients.
- Assist with initial client account set up and maintenance.
- Educate and promote additional services such as Registered Agent Services, transactional services, Federal Employer Identification Number (FEIN) services, corporate kits and supplies, business license renewals, and annual report services (ARS).
- Assist clients with queries regarding online accounts, tools, and services that may include specialized training sessions tailored to customer needs.
- Create and maintain filing fees/requirements reference charts.
- Assist with answering phone calls and routing to the appropriate department.
- Assist with answering phone calls and routing to the appropriate department.
- Act as aid to manager in the training and mentoring of new and existing team members.
- Any other duties of similar or lesser nature as required.
Supervisory Responsibilities:
This role is not a supervisor position.
Language Skills:
Ability to effectively present information and respond to questions from internal and external customers whose first language is English.
Certificates, Licenses, Registrations: None
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
Travel Requirements:
No travel required
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign d