Contact Center Agent - Graveyard Shift

About Our Client

The organization operates within the legal services support sector, focusing on connecting individuals seeking legal assistance with appropriate legal solutions. It addresses the challenge of efficiently guiding consumers through the process of obtaining legal services by providing direct communication channels such as inbound and outbound calls, chat, and text, facilitating access to legal aid.

About the Opportunity

The Contact Center Agent - Graveyard Shift serves as the initial point of contact for individuals requiring legal help. This role is essential in delivering clear communication, understanding consumer needs, and directing them toward suitable legal resources. The position contributes to customer satisfaction and organizational effectiveness by managing inquiries and ensuring accurate information flow within a high-volume, goal-focused environment.

Responsibilities

• Provide customer service through phone, chat, and text interactions.
• Listen actively to identify consumer needs and guide them to appropriate legal solutions.
• Address customer concerns with relevant solutions within time constraints.
• Maintain professionalism and a customer-focused attitude.
• Accurately update customer records.
• Achieve or surpass performance goals related to response times and satisfaction.
• Manage time effectively to handle high call volumes without compromising quality.
• Collaborate with team members to support contact center operations.

Requirements

• Experience in collections, customer service, inside sales, or telemarketing preferred.
• Demonstrated success in meeting sales or conversion targets in customer-facing roles.
• Strong oral and written communication and customer service skills.
• Self-motivated with ability to thrive in incentive-driven settings.
• Skilled in problem-solving, multitasking, and prioritizing under time pressure.
• Ability to interact calmly and professionally with customers.
• Reliable internet access and necessary computer equipment.
• Typing speed of at least 35 words per minute with accuracy.
• Customer-oriented mindset and commitment to improvement.
• Availability for full-time work including at least one weekend day.
• Fluency in Spanish.
• Availability for overnight (graveyard) shifts and daytime training.

Pay

Starting at $17.25 per hour plus potential bi-weekly bonuses.

Benefits

• Three weeks paid time off.
• Twelve weeks of guaranteed paid parental leave.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement savings plan.
• Wellness initiatives and employee assistance program.
• Rewards and recognition programs.
• Career development opportunities.
• Competitive compensation with bonus opportunities based on performance and conversions.