Remote Outbound Customer Service & Coverage Specialist – Legal Hearing Coordination, Attorney On‑boarding, and Process Optimization (Full‑Time, Puerto Rico)

About arenaflex

arenaflex is a national leader in process services and court filing solutions, delivering seamless support to law firms, creditors, and courts across the United States. Our dedicated subsidiary, also operating under the arenaflex umbrella, specializes in providing appearance counsel for simple creditor‑rights hearings and other procedural matters. By matching qualified attorneys with short‑notice hearings, we keep the judicial system moving efficiently while offering unparalleled career opportunities for motivated professionals. As we continue to expand our footprint, we are seeking enthusiastic, detail‑oriented individuals to join our remote team in Puerto Rico and help drive our next phase of growth.

Why Choose arenaflex?

At arenaflex, we invest in people as much as we invest in technology. Our employees enjoy a supportive culture that values continuous learning, collaboration, and innovation. Whether you’re starting your career or looking to level‑up your expertise, arenaflex offers a clear path for advancement, competitive compensation, and a benefits package designed to promote health, financial security, and work‑life balance.

Position Overview

The Coverage Specialist (also referred to as Outbound Customer Service Representative) is the linchpin that ensures every hearing assigned to arenaflex is properly covered, from initial attorney onboarding through post‑hearing follow‑up. This remote role, based in Puerto Rico, blends customer service excellence with operational efficiency, requiring the ability to juggle multiple priorities, troubleshoot issues quickly, and maintain high standards of communication with both internal teams and external attorneys.

Key Responsibilities

• Coverage Management: Operate the Coverage Kanban board to track, prioritize, and complete all hearing assignments on schedule, ensuring zero missed deadlines.
• Attorney On‑boarding & Training: Deliver comprehensive virtual onboarding sessions that include live walkthroughs, step‑by‑step instructions, and a curated FAQ library to accelerate attorney readiness.
• Conflict Resolution: Coordinate with the existing network of attorneys to reassign hearings when time, fee, or defendant conflicts arise, maintaining a seamless client experience.
• Timely Execution: Follow approved processes to cover both on‑time and late‑notice hearings, documenting each step in accordance with arenaflex standards.
• Guideline Adherence: Reference the Coverage Handbook regularly to stay aligned with the latest coverage policies, procedural updates, and performance benchmarks.
• Performance Metrics: Monitor and achieve targets for Drops, Recruiting, Percent Loss to Cover (PLTC), Mean Time to Cover (MTTC), and efficiency metrics (e.g., one hearing covered per hour logged).
• Multi‑Task Coordination: Simultaneously manage multiple hearings, ensuring each receives the appropriate level of attention without compromising quality.
• Client Communication: Proactively update clients on hearing status, preventing cancellations or dropped cases through transparent and timely notifications.
• Backup Call Support: Answer inbound calls as a secondary contact, providing basic hearing information, routing complex issues to subject‑matter experts, and documenting all interactions.
• Customer Service Excellence: Employ professional language, clearly identify self, role, and arenaflex, deliver complete information, record complaints with timestamps, and follow up promptly.
• Escalation Management: Summarize and forward difficult or nuanced complaints to the appropriate department while maintaining thorough documentation.
• Manager Collaboration: Keep supervisors apprised of coverage demands, hearing challenges, and daily operational concerns to facilitate swift decision‑making.
• Process Improvement: Identify opportunities for workflow enhancements, propose system upgrades, and contribute ideas that streamline coverage operations.
• Meeting Participation: Attend regular Coverage and SCRUM meetings, prepare updates, and actively contribute to discussions and action items.
• Pricing Insight: Recommend adjustments to county pricing structures when hearing volume or market conditions justify changes.
• Attorney Support Hub: Serve as the go‑to point of contact for attorneys’ reactive service needs, handling calls, chats, tickets, and emails with empathy and efficiency.
• Additional Duties: Execute any other tasks assigned by management that support arenaflex’s mission and operational excellence.

Essential Qualifications

• Demonstrated experience building and leading teams, fostering collaboration, and driving collective results.
• Strong verbal and written communication skills in English; clear, articulate, and professional phone presence.
• Ability to quickly learn and apply new processes, tools, and legal terminology.
• Technical savviness on telephone and digital platforms, including CRM, Kanban boards, and remote collaboration software.
• Self‑starter mindset with a willingness to roll up sleeves, take ownership, and adapt to evolving priorities.

Preferred Qualifications & Experience

• Background in phone sales, instructional roles, education, coordination, or related fields.
• Legal industry exposure—whether through education, clerical work, or court filing—adds significant value.
• Experience with remote work environments, virtual onboarding, and cross‑functional team communication.
• Familiarity with performance‑tracking metrics such as PLTC, MTTC, and efficiency ratios.

Core Skills & Competencies

• Customer‑Centric Focus: Passion for delivering an outstanding experience to both attorneys and clients.
• Analytical Thinking: Ability to interpret coverage data, spot trends, and make data‑driven recommendations.
• Time Management: Expert in juggling multiple hearings, deadlines, and communication streams without compromising accuracy.
• Problem Solving: Proactive in identifying roadblocks and crafting practical solutions on the fly.
• Collaboration: Comfortable working with cross‑functional teams, from legal experts to technology developers.
• Adaptability: Thrive in a fast‑moving, growth‑focused environment where priorities can shift daily.

Career Growth & Learning Opportunities

arenaflex believes that employee development fuels company success. As a Coverage Specialist you will have access to:

• Structured mentorship programs with senior legal operations leaders.
• Continuous training on legal processes, emerging technologies, and best‑practice customer service.
• Pathways to advance into roles such as Senior Coverage Manager, Operations Analyst, or Client Success Director.
• Opportunities to lead cross‑departmental projects that influence arenaflex’s strategic direction.
• Quarterly skill‑building workshops focused on communication, data analysis, and leadership.

Work Environment & Culture at arenaflex

Remote work is at the heart of our culture, but connectivity and community remain paramount. arenaflex fosters a collaborative atmosphere through:

• Virtual “coffee breaks” and team‑building events designed to strengthen relationships across time zones.
• Weekly all‑hands meetings that celebrate wins, share insights, and align the organization around shared goals.
• A transparent feedback loop where every voice is heard, and ideas are acted upon.
• Commitment to diversity, equity, and inclusion—ensuring a workplace where all backgrounds thrive.
• Flexibility in scheduling within the core 9:30 am–6 pm MST window to accommodate personal responsibilities.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $12.00 to $14.00, reflecting experience and performance. In addition to base pay, you will receive a comprehensive benefits package that includes:

• Medical, dental, and vision coverage for you and eligible dependents.
• 401(k) retirement plan with company matching contributions.
• Transit subsidies to support commuting or remote‑work home‑office expenses.
• Paid time off (PTO) accrued based on tenure, plus observed holidays.
• Employee assistance programs (EAP) offering counseling, financial planning, and wellness resources.
• Performance‑based bonuses tied to coverage efficiency metrics and client satisfaction scores.

How to Apply

If you are a proactive, service‑driven professional eager to make an impact in the legal process industry, we invite you to join arenaflex’s growing team. Click the link below to submit your application and start a rewarding journey with a company that values your talent and ambition.

Apply Now – Become a Coverage Specialist at arenaflex!

Closing Statement

At arenaflex, every hearing you cover helps keep the justice system moving smoothly, and every interaction you have with an attorney or client builds trust in our brand. By joining our remote team in Puerto Rico, you’ll play a vital role in delivering excellence while enjoying the flexibility and support of a forward‑thinking organization. Take the next step in your career—apply today and help shape the future of legal services at arenaflex.