Contact Center Agent

Walker Advertising; United States; Remote; USD 19,000 - 26,000; Full time

Benefits offered by this job

PTO 3 weeks

Parental leave 12 weeks

Medical insurance

Dental & Vision

401(k) plan

Wellness program

Career development

Performance bonuses

Job summary

Walker Advertising is seeking a Contact Center Agent in a remote nationwide role in the United States. You will be the first point of contact for individuals seeking legal help, handling inbound/outbound calls, chat, and text to connect clients with the right services.

This full-time hourly position emphasizes empathy, clear communication, and achieving performance goals. You will drive client transfers, input accurate customer data, and maintain high satisfaction and service standards in a

Qualifications

• Past experience in collections, customer service, inside sales, or telemarketing.
• Proven ability to meet or exceed sales goals in a call centre or customer-facing role.
• Excellent oral and written communication skills.
• Self-motivated with the ability to thrive in incentive-driven environments.
• Strong problem-solving, multitasking, and prioritisation abilities.

Responsibilities

• Deliver exceptional customer service via phone, chat, and text.
• Understand each consumer’s situation and guide them to suitable legal services.
• Handle concerns and provide solutions within set time limits.
• Maintain a professional, customer-oriented demeanor.
• Accurately input and update customer information.
• Meet or exceed performance metrics and customer satisfaction targets.
• Prioritize and manage time during high call volumes while preserving quality.
• Collaborate with the team to ensure seamless operations and policies.

Skills

Customer service

Inbound/outbound calls

Active listening

Communication skills

Time management

Sales targets

Typing 35 wpm

Job description

About Walker Advertising

Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect.

Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect. We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person.

About The Role

As a Contact Center Agent, you’ll be the first point of contact for individuals seeking legal assistance. You'll engage with consumers through inbound and outbound calls, chat, and text, helping connect them with the appropriate legal services. This role requires excellent communication skills, empathy, and the ability to thrive in a fast‑paced, goal‑driven environment. As part of our full‑time hourly team, you'll play a key role in resolving inquiries while ensuring a high level of customer satisfaction and upholding our standards of excellence.

What You’ll Do

• Deliver exceptional customer service through effective phone, chat, and text communication.
• Use active listening and discovery to understand each consumer’s situation and guide them toward the most suitable legal solution, driving successful client transfers.
• Handle customer concerns, and provide appropriate solutions and alternatives within the time limits.
• Maintain a professional and customer‑oriented demeanor to provide a positive caller experience.
• Accurately input and update customer information.
• Meet or exceed performance metrics, including response times and customer satisfaction benchmarks.
• Efficiently prioritize and manage time to navigate high call volumes while maintaining quality standards.
• Collaborate with the team to ensure seamless operations and uphold Contact Center procedures.

Qualifications

• Previous collections, customer service, inside sales, or telemarketing experience preferred.
• Proven ability to meet or exceed sales goals, quotas or conversion targets in a call centre or customer facing roles.
• Exceptional customer service skills with strong oral and written communication abilities.
• Motivated self‑starter with a strong ability to thrive in incentive‑driven, goal‑oriented environments.
• Proficiency in problem‑solving, multitasking, and prioritising tasks in a time‑sensitive environment.
• Interpersonal skills to effectively handle customer interactions in a calm, clear, and professional manner.
• Access to reliable internet connection and necessary computer equipment for job duties.
• Typing speed of at least 35 words per minute with accuracy.
• A customer‑oriented mindset and a strong commitment to continuous improvement.
• Must be able to work full‑time and be available on both weekend days.

Benefits/Perks

• 3 Weeks Paid Time Off
• 12 Weeks of Paid Parental Leave
• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
• 401(k) Retirement Savings Plan
• Wellness Initiatives/Employee Assistance Program
• Rewards and Recognition Programs
• Career Development Opportunities
• Competitive compensation with bonus opportunities based on performance and conversions

Pay Range

Starting at $16.25/hour + potential bi‑weekly bonus (Remote - United States)

AI Disclaimer & Accommodations

We may use AI‑enabled tools to assist with certain parts of our hiring process, including application review and candidate evaluation. These tools support our team and are used with human oversight. All final hiring decisions are made by humans.

If you require reasonable accommodations during the application process or have questions about our hiring process, please contact [e-mail].