Call Center Specialist - Consumer Legal Group : Job Details

This range is provided by Consumer Legal Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$24.00/hr - $26.00/hr

FLSA Status: Non-exempt

Reports to: Call Center Manager

Department: Client Services

Direct Reports: 0

Company Overview:

Join our dynamic and mission-driven law firm located in the Financial District as we embark on our journey to assist Americans in fighting their debt and achieving financial freedom. We are a young firm, blending the professionalism of an established practice with the innovation and mission-focus of a startup.

Position Overview: Call Center serves as the primary point of contact for clients, fielding inbound and conducting outbound calls to resolve account issues, provide updates, as well as connect clients to other relevant teams within the firm. As a Call Center Specialist, you will be responsible for communicating directly with clients, providing them with elite client service by resolving inquiries (educating on the validation processes) and collaborating with other internal teams.

What you will be doing

• Answer inbound and outbound client calls and respond to inquiries in a professional and timely manner
• Provide accurate information to clients regarding their case, our services, and company policies
• Keep detailed and accurate records of each client interaction on their case file within the Customer Relationship Management system (CRM)
• Assist clients in resolving payment-related issues
• Identify and escalate complex or unresolved client inquiries to the appropriate team(s)
• Handle clients' heightened feelings with empathy and find appropriate solutions to resolve their issues
• Follow up with clients to ensure their concerns are resolved and satisfaction achieved
• Collaborate with team members and other departments to provide elite client service, as well as identify improvements in procedures
• Meet individual and team targets for call resolution, customer satisfaction, and quality assurance
• Ensure compliance with company policies and legal guidelines during all customer interactions
• Stay updated on relevant processes, laws and regulations related to consumer debt
• Perform other duties as assigned to support departmental needs and objectives

What you bring

• High school diploma or equivalent required
• Associates degree or above is preferred
• Minimum of 1-2 years of Customer Service experience required
• Strong customer service mindset with empathy and patience
• Excellent professional written and verbal communication skills
• Strong analytical and problem-solving skills
• Exceptional attention to detail and accuracy
• Excellent organizational and time management skills
• Ability to be a team player
• Adaptable and flexible
• Ability to multitask in a fast-paced environment
• Proficient with CRM software
• Proficient in Google Suite applications and cloud-based contact management software (Five9)

Not Applicable

Full-time

Customer Service and Legal

Law Practice