Job Summary:
The Customer Support Specialist is responsible for assisting LegalShield members with questions and service requests by phone and other communication channels. This position provides friendly, professional service, gathers information, answers questions, and helps connect members with the appropriate resources.
The Specialist will receive training on LegalShield products, services, and processes and is expected to provide a positive member experience with every interaction.
Responsibilities:
- Assist members with questions and service requests through inbound calls and other communication channels.
- Listen to members, gather information, and identify the appropriate next steps.
- Provide accurate information and help members understand available services.
- Document member interactions and information accurately in company systems.
- Follow established company procedures and guidelines.
- Communicate with internal teams and provider law firms as needed to assist members.
- Follow up on member requests when necessary.
- Handle member information with professionalism and confidentiality.
- Resolve routine questions and concerns and escalate issues when appropriate.
- Meet established customer service, quality, productivity, and attendance expectations.
- Participate in training, coaching, and ongoing development.
Performance Outcomes
Member Service
- Provide friendly, professional assistance to LegalShield members.
- Answer member questions and assist with service requests.
- Listen carefully to members and gather the information needed to assist them.
- Provide accurate information and explain next steps clearly.
- Create a positive member experience with every interaction.
Communication & Follow-Up
- Communicate with members by phone and other available channels.
- Follow up on member requests when needed.
- Work with internal teams and provider law firms to help address member needs.
- Keep members informed about the status of their requests.
Documentation & Procedures
- Accurately document member interactions and information in company systems.
- Follow established company procedures and guidelines.
- Protect member information and maintain confidentiality.
- Escalate questions or concerns that require additional assistance.
Service & Performance
- Meet established expectations for customer service, quality, productivity, and attendance.
- Handle multiple customer requests in a fast-paced environment.
- Remain professional, patient, and empathetic when assisting members.
- Participate in training, coaching, and team activities.
- Learn and apply LegalShield products, services, and processes.
- Demonstrate a willingness to learn and continuously improve.
Education, Knowledge & Experience
- High school diploma or equivalent required.
- Customer service experience preferred.
- Call center or contact center experience preferred.
- Previous experience in a fast-paced, customer-facing environment is a plus.
- No prior legal experience required; training will be provided.
- Strong verbal and written communication skills.
- Good listening and problem-solving skills.
- Basic computer skills and the ability to learn new systems.
- Ability to work in a fast-paced, team-oriented environment.
- Professional, friendly, and customer-focused attitude.
- Ability to remain calm and helpful when assisting customers with questions or concerns.
- Bilingual or multilingual communication skills are a plus.
FLSA Status
Non - Exempt
Physical Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Remain stationary for extended periods while performing computer and telephone-based work.
- Frequently operate a computer, keyboard, mouse, headset, telephone, and other standard office equipment.
- Frequently communicate with members, provider law firms, and internal team members via telephone, video conferencing, chat, email, and other electronic communication methods.
- Ability to read, review, and accurately enter information into multiple computer systems simultaneously.
- Frequently move between applications and utilize multiple monitors while documenting member interactions.
- Occasionally move or transport office materials weighing up to 10 pounds.
- Maintain the manual dexterity and visual acuity necessary to perform detailed data entry and review electronic documents.
- Work is performed primarily in an office or remote contact center environment.
- Requires prolonged use of computers, telephones, and headset equipment throughout the workday.
- Position involves frequent interaction with members who may be experiencing stressful or emotionally sensitive legal situations, requiring professionalism, empathy, and emotional resilience.
- Requires the ability to manage multiple priorities, adapt to changing workloads, and maintain accuracy in a fast-paced, performance-driven environment.
- May require flexibility to work assigned schedules, including evenings, weekends, holidays, overtime, or additional hours based on business needs.
- Regular and reliable attendance is an essential function of this position.
Additional Information:
Location:
Remote Job Posting
Department:
3372 Blue Ocean - Member Intake Services
Time Type:
Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
