Full-Time

Retention Specialist

Posted on 11/15/2024

LegalZoom

LegalZoom

1,001-5,000 employees

Online platform for legal services and documents

Legal

Compensation Overview

$47.3k - $61.3kAnnually

+ Performance-based monthly incentive bonus

Junior, Mid

Austin, TX, USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Sales
Customer Service
Requirements
  • Associate degree
  • 2-4 years experience in Sales
  • Customer-first mindset: Demonstrated ability to understand and relate to customer concerns and build trust and rapport
  • Strong sales acumen with a consistent track record of quota achievement
  • Self-starter who takes the initiative and works with limited direction
  • Excellent listening skills with the ability to problem-solve and de-escalate as needed
  • Impeccable communication skills
  • Proficient computer skills and the ability to navigate multiple applications
  • Availability to work various shifts, including some overtime
  • Ability to use Windows operating systems
  • Organization and work prioritization skills
Responsibilities
  • Assess the customer's needs by probing and uncovering the root cause of their concern, build rapport, and negotiate to achieve a mutually beneficial one-call resolution
  • Retain subscription customers by educating them on the benefits and value of our products and services
  • Upgrade existing customers to longer-term subscriptions and other applicable products and services
  • Ability to learn and position strategic partner offerings to customers based on customer’s needs
  • Handle inbound calls and make outbound calls to existing customers to promote usage of our subscription services
  • Ability to think creatively and use various methods in problem-solving; ability to anticipate and resolve problems
  • Manage a pipeline and assist customers with a variety of needs about their situation, such as attorney services, business formations, estate planning products
  • De-escalate upset customers and ensure a pleasant customer experience
  • Guide customers through terms of sale, billing inquiries, and scheduled payments
  • Assure quality and accurate representation of products; represent the company professionally and ensure Customers have an exceptional experience
  • Use common Customer feedback to identify opportunities to continuously improve the Customer Experience
  • Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience
  • Thrive with the support of your teammates in daily/weekly meetings and fun team challenges
  • Develop top performer Customer Service & Sales skills with our training and development programs

LegalZoom provides online legal services to individuals, families, and small businesses across the United States. Its platform allows users to create legal documents, form businesses, and receive legal advice without needing to visit a lawyer's office. Services include business formation, estate planning, and intellectual property protection. LegalZoom operates on a flat-rate fee model, offering predictable pricing for its services, which is appealing to clients seeking affordable legal help. The company also partners with independent attorneys for consultations, enhancing its service offerings. LegalZoom's goal is to make legal processes more accessible and affordable, having already assisted over 2 million businesses and created 3.5 million estate planning documents.

Company Stage

IPO

Total Funding

$108M

Headquarters

Glendale, California

Founded

2001

Growth & Insights
Headcount

6 month growth

-4%

1 year growth

-3%

2 year growth

3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for online legal services boosts LegalZoom's market potential.
  • Shift towards subscription models aligns with industry trends, supporting revenue growth.
  • Rising interest in estate planning among millennials expands LegalZoom's customer base.

What critics are saying

  • CEO departure and leadership transition may cause strategic instability.
  • Investigations for potential securities fraud could lead to costly legal battles.
  • Revenue and cash flow reductions have led to a significant stock price drop.

What makes LegalZoom unique

  • LegalZoom offers flat-rate fees, making legal services predictable and affordable.
  • The company provides a user-friendly online platform for creating legal documents.
  • LegalZoom partners with independent attorneys for consultations, enhancing service value.

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