Contact Center Agent
About the role
At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.
Job Summary: This position is responsible for answering inbound and outbound calls, processing email, chat, and callback interactions.
Responsibilities
- Answering calls professionally and responding to customer inquiries
- Complete outbound calls related to escalations
- Identify and escalate more complex issues to the research team
- Ability to deal with difficult situations over the phone while maintaining high level of professionalism
- Adhere to assigned schedule and call flow
- Accurately submit time entries for billing and payroll purposes
Qualifications
- High School diploma or equivalent.
- Customer Service or similar experience.
- Experience in a call center environment is a plus.
- Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment.
Pay
Your specific salary will be determined based on several factors: Location-based market rate for the role, your abilities in relation to the job specification, performance during screening and interview, and pay parity with the wider team in the considered location. Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.