[Hiring] Client Support Specialist @Alert Communications

Role Description

In this role, you will service as the primary, critical point of contact for individuals reaching out to our partner law firms, often during stressful or life-changing situations. You will deliver compassionate customer service, evaluate, and guide prospective clients through a smooth, professional onboarding process from their very first interaction.

Key Responsibilities and Duties

• First Contact and Inbound Support: Warmly answer high-volume incoming calls, live chats, and web inquiries on behalf of nationwide law practices with empathy, patience, and professionalism.
• Lead Qualification and Screening: Conduct structured legal intake interviews to gather essential case facts, screen inquiries against firm-specific criteria, and accurately assess caller needs.
• Accurate Data Entry: Document call details, record accurate legal notes, and input critical customer information across multiple databases simultaneously without sacrificing call quality.
• Client Onboarding and Sign-Ups: Assist prospective legal clients in completing initial intake documentation, agreements, and necessary next steps to retain legal representation.
• Multitasking and System Navigation: Seamlessly switch between multiple software applications, client platforms, and dynamic script databases while maintaining an engaging, professional presence.
• Brand Representation: Act as a polished, reliable extension of over 3,000 top-tier legal practices across North America.

Qualifications

• Location: Must currently reside in the state of Texas (Proof of residency required upon hire).
• Schedule Flexibility: Ability to work full-time shifts, including at least one weekend day (Saturday or Sunday) and assigned holidays.
• Experience:
  • Prior experience in customer service, call centers, client onboarding, sales, or hospitality.
  • Legal, medical, or insurance intake experience is strongly preferred.
• Communication Skills: Excellent written and verbal communication skills with a warm, confident, and compassionate phone demeanor.
• Technical Aptitude: Strong computer literacy, speed, and the ability to multitask across multiple software systems simultaneously.
• Typing Speed: Minimum Typing speed of 35 WPM with high accuracy.
• Performance Standards: Proven track record of high productivity, attention to detail, and exceptional attendance/reliability.
• Bilingual Skill: Fluency in both Spanish and English is highly desired and a major plus!

Requirements

• Workspace: A quiet, secure, private home office workspace completely free from background noise or other everyday household distractions.
• Internet Connection:
  • High-speed Fiber or Cable internet only that meet our minimum required speeds of 50 Mbps Download and 10 Mbps Upload. Wi-Fi, cellular hotspots, DLS, satellite, and dial-up are not prohibited.
  • The ability to be hardwired to your interview via Ethernet cable plugged into your modem/router.
• Hardware and Software:
  • Desktop PC or Laptop with Windows 11 or higher and 1GB of storage space. Apply/Mac products, Chromebooks, and tablets are not supported.
  • Dedicated wired USB headset with a microphone.

Benefits

• Employee Stock Ownership Plan (ESOP): Build wealth and share in company growth through employee ownership!
• Health and Wellness: Comprehensive Medical, Dental, and Vision coverage options.
• Paid Time Off
• Retirement Planning: 401(k) retirement savings plan with competitive company matching.
• Insurance Protection: Company-provided free Life Insurance policy.
• Legal Support: Employee Legal Assistance programs.