Remote Customer Support Specialist

About the role

The Customer Support Specialist serves as the first point of contact for LegalShield members seeking legal assistance. This role delivers an exceptional member experience by gathering accurate information, assessing legal service needs, and 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

• Serve as the first point of contact for members seeking legal assistance through inbound calls, chats, and digital channels.
• Conduct comprehensive legal intake interviews to identify member needs and gather accurate information regarding legal matters.
• Determine the appropriate legal service category and ensure matters are routed to the appropriate provider law firm.
• Complete conflict-of-interest checks and other required intake verification processes.
• Collect, verify, and organize supporting documentation necessary for legal consultations.
• Accurately document all member interactions and case details within CRM and case management systems.
• Serve as the primary point of contact for members throughout the intake and referral process.
• Conduct proactive outbound communications to gather additional information, provide case updates, and communicate next steps.
• Manage member expectations by providing clear timelines, education, and status updates throughout the legal process.
• Monitor assigned matters through resolution and follow up to ensure timely progression of legal services.
• Resolve routine member concerns and escalate complex or sensitive issues in accordance with established procedures.
• Coordinate attorney consultations between members and provider law firms.
• Partner with attorneys, legal staff, and provider law firms to obtain case updates and facilitate timely communication.
• Request documentation and records on behalf of provider law firms to support legal consultations.
• Monitor referral, intake, and consultation timelines to ensure service level expectations are achieved.
• Foster collaborative relationships with provider law firms to improve efficiency and member outcomes.
• Maintain complete, accurate, and timely case documentation throughout the member lifecycle.
• Ensure compliance with company policies, privacy requirements, legal regulations, and confidentiality standards.
• Protect sensitive member information by exercising sound judgment and discretion.
• Maintain quality standards by adhering to established intake procedures, documentation guidelines, and operational workflows.
• Identify trends, service gaps, and process improvement opportunities while supporting continuous quality initiatives.

Requirements

• 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.
• Experience working with attorneys, law firms, healthcare providers, or other external business partners is preferred.
• Experience handling confidential or sensitive information while maintaining accuracy and professionalism.
• Bilingual or multilingual communication skills are preferred.

Skills

• Knowledge of customer service best practices and member experience principles.
• Working knowledge of legal intake, case management, referral coordination, or regulated service environments.
• Knowledge of privacy, confidentiality, and information security practices related to handling sensitive member information.
• Familiarity with customer relationship management (CRM) systems, case management platforms, and Microsoft Office applications.
• Understanding of contact center operations, service-level agreements (SLAs), quality assurance standards, and productivity expectations.
• 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.
• Ability to analyze information, exercise sound judgment, and make appropriate decisions within established guidelines.
• Strong problem-solving and conflict-resolution skills.
• 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.

Physical Requirements / Work Environment

• 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.