Contact Center Agent

Epiq Systems, Inc.; Atlanta (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Epiq Systems, Inc. in Atlanta, GA is seeking a Customer Service Representative to handle inbound and outbound calls, email, chat, and callbacks, delivering professional support to clients in legal services.

You will follow a defined schedule, document time for billing, and escalate complex issues to the research team. A high school diploma and prior call center experience are preferred. The role offers growth and a collaborative environment.

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.

Responsibilities

• Answer calls professionally and respond to customer inquiries.
• Complete outbound calls related to escalations.
• Identify and escalate more complex issues to the research team.
• Deal with difficult situations over the phone while maintaining professionalism.
• Adhere to assigned schedule and call flow.
• Accurately submit time entries for billing and payroll.

Skills

Customer Service

Call Center

Communication

Time Management

Education

High School diploma or equivalent

Job description

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 Description:Job Summary:This position is responsible for answering inbound and outbound calls, processing email, chat, and callback interactions.Essential Job ResponsibilitiesAnswering calls professionally and responding to customer inquiriesComplete outbound calls related to escalationsIdentify and escalate more complex issues to the research teamAbility to deal with difficult situations over the phone while maintaining high level of professionalismAdhere to assigned schedule and call flowAccurately submit time entries for billing and payroll purposesQualifications & CharacteristicsHigh 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.Your specific salary will be determined based on several factors:Location-based market rate for the roleYour abilities in relation to the job specificationPerformance during screening and interviewPay parity with the wider team in the considered locationFurther details about the package will be provided during the initial screening call with the Talent Acquisition Team.Epiq Leadership CompassFosters Relationships & CollaborationBuilds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.Build trust-based partnershipsNurture long-term relationshipsRemove collaboration barriersCelebrate cross-team successEngages & InfluencesInspires action and alignment through clear communication, purposeful influence, and a compelling vision.Use storytelling to build buy-inAlign communication with organizational goalsGuild alignment through strong engagementMaximizes PerformanceSets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.Use data to identify improvement opportunitiesMake informed decisionsAlign team goals with boarder strategyEmpower teams to manage their own goalsTranslate vision into clear prioritiesPrepare for disruptions with strong change managementAchieves Operational SuccessDrives continuous improvement and operational excellence through smart processes, data insights, and quality execution.Improve workflows for team efficiencyUse clear documentation and expectationsResolve issues quickly using data and feedbackIt is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.