Contact Center Agent

Epiq; Washington (District of Columbia); On-site; USD 40,000 - 60,000; Full time

Job summary

This position is responsible for answering inbound and outbound calls, processing email, chat, and callback interactions.

You will join a values-driven team at Epiq, working in an office environment to deliver professional service, meet schedules, and escalate complex issues to the research team as needed.

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

• Answering calls professionally and responding to customer inquiries
• Complete outbound calls related to escalations
• Identify and upscale more complex issues to the research team
• 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

Call Center Experience

Office Tasks

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 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 upscale more complex issues to the research team
• 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, data insights, and quality execution.

• Improve workflows for team efficiency
• Use clear documentation and expectations
• Resolve issues quickly using data and feedback

It 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.