Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for LegalShield members seeking legal assistance through incoming calls, chats, and digital platforms.

• Conduct thorough legal intake interviews and collect, verify, and organize relevant information and supporting documents.

• Identify suitable legal service categories and direct matters to provider law firms.

• Execute conflict-of-interest checks and necessary intake verification procedures.

• Precisely document member interactions and case specifics in CRM and case management systems.

• Function as the main point of contact during the intake and referral process.

• Initiate proactive outbound communications, provide case updates, and explain the next steps.

• Manage member expectations through clear timelines, education, and status updates.

• Oversee assigned matters until resolution and follow up to guarantee timely progression.

• Address routine issues and escalate complex or sensitive matters as needed.

• Organize attorney consultations between members and provider law firms.

• Collaborate with attorneys, legal personnel, provider law firms, and internal teams to acquire updates and enhance communication.

• Request necessary documentation and records to support legal consultations.

• Track referral, intake, and consultation timelines in relation to service-level expectations.

• Ensure complete, accurate, and timely case documentation while safeguarding confidential information.

• Identify trends, service gaps, and opportunities for process improvement.

• Achieve or surpass metrics for satisfaction, quality, productivity, timeliness, and schedule adherence.

• Engage in training, coaching, and continuous improvement initiatives.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of two years of experience in customer service, contact center operations, intake coordination, case management, or a similar client-facing role.

• At least two years of experience in support roles within legal services, healthcare, insurance, financial services, or another highly regulated industry.

• Proven experience in handling confidential or sensitive information while maintaining accuracy and professionalism.

• Familiarity with customer service best practices and principles of member experience.

• Working knowledge of legal intake, case management, referral coordination, or regulated service environments.

• Understanding of privacy, confidentiality, and information security practices related to managing sensitive member information.

• Experience with customer relationship management (CRM) systems, case management platforms, and Microsoft Office applications.

• Insight into contact center operations, service-level agreements (SLAs), quality assurance standards, and productivity expectations.

• Ability to learn and apply LegalShield products, services, provider law firm processes, and company policies.

• Excellent verbal, written, and interpersonal communication skills.

• Strong active listening, interviewing, and information-gathering capabilities.

• Exceptional attention to detail and organizational skills.

• Capacity to analyze information, exercise sound judgment, and make appropriate decisions within established guidelines.

• Strong problem-solving and conflict-resolution abilities.

• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

• Proficiency in Microsoft Office applications and the capacity to quickly adapt to new technology platforms.

• Bilingual or multilingual communication skills are preferred.

• An associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field is preferred.

🏝️ Benefits

• Equal opportunity employment.

• Reasonable accommodations for individuals with disabilities.

• Potential schedule flexibility, including evenings, weekends, holidays, overtime, or additional hours based on business needs.