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• TopDog Law (TopDog Law is a leading case acquisition and plaintiff intake platform for the top single event law firms in the US.)
• Part Time
• Remote Jobs
• United States (Remote)
• USD$23/hr

A Remote Call Center Specialist, also known as a call center agent or customer service representative, plays a pivotal role in managing inbound and outbound communication between businesses and their customers.

These professionals are the frontline of customer interaction, addressing inquiries, resolving issues, and ensuring a seamless experience for clients.

Whether working in a traditional office setting or remotely, call center specialists are essential for maintaining strong customer relationships, driving satisfaction, and supporting business growth.

Key Responsibilities of a Call Center Specialist

• Handling Inbound Calls: Assisting customers with questions, complaints, technical issues, or general information about products and services.
• Making Outbound Calls: Conducting tasks such as telemarketing, lead generation, appointment scheduling, or follow-ups on customer feedback.
• Problem Resolution: Troubleshooting issues, escalating complex problems to higher-level support teams, and ensuring timely resolutions.
• Data Entry and Record Keeping: Accurately documenting customer interactions, updating CRM systems, and maintaining records for future reference.
• Upselling and Cross-Selling: Promoting additional products or services that align with customer needs, contributing to revenue growth.
• Providing Exceptional Service: Delivering friendly, empathetic, and professional communication to leave a positive impression on customers.

Skills Required for an Effective Call Center Specialist

1. Excellent Communication Skills: Clear and concise verbal communication is key to understanding and addressing customer needs.
2. Problem-Solving Abilities: Quick thinking and resourcefulness help resolve issues efficiently.
3. Patience and Empathy: Handling frustrated or upset customers requires calmness and understanding.
4. Technical Proficiency: Familiarity with CRM software, ticketing systems, and other tools used in call centers.
5. Multitasking Skills: Managing multiple calls, updating records, and adhering to scripts simultaneously is part of the job.

Types of Call Center Specialists

• Inbound Specialists: Focus on receiving calls from customers who need assistance or information.
• Outbound Specialists: Make calls to customers for sales, surveys, or follow-ups.
• Blended Specialists: Handle both inbound and outbound calls, offering versatility in their roles.

Why Are Call Center Specialists Important?

Call center specialists are the backbone of customer service operations.

They directly influence customer satisfaction, retention, and brand reputation.

By providing timely and effective support, they help businesses build trust and loyalty, which ultimately leads to long-term success.

Their ability to handle high call volumes while maintaining quality service makes them indispensable to any organization.

About the job

Our rapidly growing lead generation law practice is seeking part-time and detail-oriented Call Center Specialists to join our team.

As a Call Center Specialist, you will serve as the first point of contact for individuals seeking legal assistance providing empathetic support through the screening process.

The ideal candidate will be responsible for managing incoming client inquiries via outbound or inbound calls, conducting initial consultations, and providing exceptional customer service.

This position plays a crucial role in the client intake process and requires strong communication skills and a passion for helping others.

This position will have a starting shift of 8:00am ET and a minimum of 5 hour shifts for a total of 20 to 25 hours per week.

Our call center is open 7 days a week.

If you have prior customer service or legal intake experience in a call center environment, great communication skills, and a passion for helping others, apply today!

Compensation: $23 hourly

Desired Skills and Experience

Qualifications

• Previous experience in a customer service call center or a legal intake call center.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Firm knowledge of spreadsheet and data management, as well as computer skills.
• Previous experience with CRM and case management software is desired; Salesforce preferred.
• Possesses outstanding communication skills (both written and verbal) and a sense of empathy.
• Excellent organization and time-management abilities.
• Ability to problem-solve or manage a challenging caller while on the phone.

Responsibilities

• Make outbound calls to potential clients in response to their web form inquiries.
• Manage incoming calls and digital leads from existing and new potential clients.
• Listen attentively to caller concerns and gather relevant information about their potential or existing case.
• Screen incoming potential client phone calls to make sure the potential case falls within our firm's qualifying criteria while helping the caller feel heard and understood.
• Collect and document essential information from clients, such as personal details, contact information, case types, or any other relevant data specific to the client’s needs.
• Accurate data entry and organization are crucial in this role.
• Intake Specialists will be held to quality standards established by the organization.
• Intake Specialists will be eligible for monthly incentive bonuses based on individual and team performance.