Contact Center Agent

Epiq; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

Epiq, a leader in legal services, seeks a remote Customer Service Associate to answer inbound and outbound calls, manage emails, chat, and callbacks, and support billing and scheduling. This role requires a high school diploma and customer service experience; call center experience is a plus.

You will work from home full-time with flexible hours and the opportunity to grow within a values-driven organization.

Qualifications

• High school diploma or equivalent.
• Customer Service or similar experience.
• Experience in a call center environment is a plus.

Responsibilities

• Answering calls professionally and responding to customer inquiries
• Complete outbound calls related to escalations
• Identify and escalate
• 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

Skills

Customer Service

Communication

Education

High School diploma or equivalent

Job description

Remote: Work from Home Full-Time

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 Responsibilities

• Answering calls professionally and responding to customer inquiries
• Complete outbound calls related to escalations
• Identify and escalations
• 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 & Characteristics

• 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.

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
• 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.

Epiq Leadership Compass

• Fosters Relationships & Collaboration
• Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
• Build trust-based partnerships
• Nurture long-term relationships
• Remove collaboration barriers
• Celebrate cross-team success
• Engages & Influences
• Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
• Use storytelling to build buy-in
• Align communication with organizational goals
• Guild alignment through strong engagement
• Maximizes Performance
• Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.
• Use data to identify improvement opportunities
• Make informed decisions
• Align team goals with boarder strategy
• Empower teams to manage their own goals
• Translate vision into clear priorities
• Prepare for disruptions with strong change management
• Achieves Operational Success
• Drives continuous improvement and operational excellence through smart processes and quality execution.
• Use clear documentation and expectations
• Resolve to acknowledge