Customer Service Specialist

Vaco; Glendale (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Vaco by Highspring is seeking a Customer Service Specialist to be the first point of contact for prospective clients in a fast-paced, on-site office in California. This is a high-volume, phone-based role focused on outbound outreach, initial screenings, and delivering a positive first impression.

You will follow scripts, document responses in the CRM, and collaborate with intake and retainer teams to move qualified prospects forward.

Qualifications

• 3+ years of customer service, call center, intake, or similar experience preferred.
• Strong experience handling a high volume of phone calls.
• Comfortable making outbound calls throughout the day.
• Excellent verbal communication and active-listening skills.
• Friendly, energetic, and professional phone presence.
• Strong attention to detail when collecting and entering information.
• Excellent follow-up and organizational skills.
• Comfortable following established scripts and processes.
• Ability to remain professional during difficult or sensitive conversations.
• Bilingual English/Spanish is a plus.

Responsibilities

• Make high-volume outbound calls and respond to inbound inquiries
• Follow established scripts and questionnaires to gather detailed information
• Ask appropriate questions and accurately document responses
• Conduct initial screenings of prospective clients
• Follow up through calls, voicemails, and text messages
• Make multiple follow-up attempts when necessary to reach prospective clients
• Provide friendly, professional, and compassionate customer service
• Accurately document interactions and client information in the CRM
• Assist with locating or reconnecting with clients when needed
• Coordinate with the intake and retainer teams to move qualified prospects forward
• Maintain accuracy and professionalism in a fast-paced environment

Skills

Customer service

Outbound calling

Phone-based communication

Active listening

Documentation in CRM

Tools

Salesforce

Litify

Job description

Schedule: Monday-Friday, 9:00 AM-5:30 PM

Work Arrangement: 100% On-Site

Position Overview

We are seeking an outgoing and personable Customer Service Specialist to serve as an initial point of contact for prospective clients.

This is a high-volume, phone-based customer service position focused on contacting leads, asking questions, gathering information, completing initial screenings, and providing a positive first impression.

The role involves significant outbound calling and follow-up, so candidates should genuinely enjoy being on the phone and communicating with new people throughout the day.

Legal experience is not required.

Key Responsibilities

• Make high-volume outbound calls and respond to inbound inquiries
• Follow established scripts and questionnaires to gather detailed information
• Ask appropriate questions and accurately document responses
• Conduct initial screenings of prospective clients
• Follow up through calls, voicemails, and text messages
• Make multiple follow-up attempts when necessary to reach prospective clients
• Provide friendly, professional, and compassionate customer service
• Accurately document interactions and client information in the CRM
• Assist with locating or reconnecting with clients when needed
• Coordinate with the intake and retainer teams to move qualified prospects forward
• Maintain accuracy and professionalism in a fast-paced environment

Qualifications

• 3+ years of customer service, call center, intake, or similar experience preferred
• Strong experience handling a high volume of phone calls
• Comfortable making outbound calls throughout the day
• Excellent verbal communication and active-listening skills
• Friendly, energetic, and professional phone presence
• Strong attention to detail when collecting and entering information
• Excellent follow-up and organizational skills
• Comfortable following established scripts and processes
• Ability to remain professional during difficult or sensitive conversations
• Bilingual English/Spanish is a plus

Preferred Experience

• Call center or high-volume customer service
• Customer intake or enrollment
• Outbound customer outreach
• Legal intake
• Salesforce or Litify
• CRM-based customer tracking
• Phone and text-based customer service

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail].

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Privacy Notice

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

the individual's skill sets, experience and training;

licensure and certification requirements;

office location and other geographic considerations; and

other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).