[Hiring] Customer Support Specialist @PPLSI

Role Description

The Customer Support Specialist serves as the first point of contact for LegalShield members seeking legal assistance. This role is responsible for delivering an exceptional member experience by:

• Gathering accurate information
• Assessing legal service needs
• Facilitating timely referrals to the appropriate provider law firm

The Specialist ensures every interaction is handled with professionalism, empathy, urgency, and confidentiality while adhering to established legal, regulatory, and company guidelines.

Responsibilities

• Conduct comprehensive legal intake interviews
• Gather and verify information related to members' legal matters
• Determine the appropriate legal service category
• Ensure cases are accurately documented and efficiently referred
• Coordinate communications between members and provider law firms
• Schedule attorney consultations
• Request and organize supporting documentation
• Complete conflict-of-interest checks
• Maintain detailed case records within CRM and case management systems
• Monitor case progress and provide timely status updates
• Manage member expectations regarding next steps and service timelines
• Collaborate closely with provider law firms, attorneys, paralegals, and internal operational teams
• Advocate for members by recognizing potential service concerns
• Resolve routine issues and escalate complex situations appropriately
• Maintain compliance with all company policies, privacy standards, and regulatory requirements

Qualifications

• High school diploma or equivalent required
• Associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field preferred
• Minimum of two years of experience in customer service, contact center operations, intake coordination, case management, or a related client-facing role
• Minimum of two years of experience supporting legal services, healthcare, insurance, financial services, or another highly regulated industry
• Experience conducting interviews, coordinating service requests, or managing cases from initiation through resolution preferred
• Bilingual or multilingual communication skills are preferred
• Knowledge of customer service best practices and member experience principles
• Working knowledge of legal intake, case management, referral coordination, or regulated service environments
• Familiarity with customer relationship management (CRM) systems, case management platforms, and Microsoft Office applications
• 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 abilities
• Exceptional attention to detail and organizational skills
• Strong problem-solving and conflict-resolution skills

Requirements

• Ability to manage multiple priorities in a fast-paced, deadline-driven environment
• Demonstrated ability to build positive relationships with members, provider law firms, and internal business partners
• Ability to maintain professionalism, empathy, and composure while assisting members experiencing stressful or sensitive legal situations
• Proficiency in Microsoft Office applications and the ability to quickly learn new technology platforms
• Demonstrated commitment to delivering exceptional member service and continuous improvement

Benefits

• Full-time position
• Opportunity for growth and development
• Commitment to Equal Opportunity