Customer Service Specialist

Segmento: Não Informado

Atividades:

• We do whatever it takes.
• It’s never about us, it’s always about the client.
• We stand on the right side of the ethical line and don’t forget where we came from.
• We have a growth mindset and embrace chaos.
• We don’t take things personally.
• We learn from our mistakes, and there is no place for ego.
• We’re teammates, not competitors.
• There is no hiding out in comfort zones.
• We are an equal opportunity employer committed to diversity and inclusion.

About the Role

We’re looking for a Customer Service Specialist who can confidently assist clients, support attorneys, and maintain exceptional professionalism in a fast-paced, emotionally complex environment. Many of our clients are navigating trauma, uncertainty, or heightened stress. Your ability to stay grounded, empathetic, and composed will directly shape their experience with our firm.

This role is ideal for someone who communicates with warmth, remains steady under pressure, and thrives in mission-driven work. Fluency in English—both spoken and written is required for this role as is the ability to work 9:00 AM - 6:00 PM US Pacific time.

Key Responsibilities

• Serve as a calm, confident point of contact for clients who may be experiencing stress, overwhelm, or heightened emotions due to their circumstances.
• Maintain professionalism during high-volume periods, shifting priorities, and urgent attorney needs.
• Communicate with warmth, energy, and genuine interest—never robotic or disengaged.
• Take initiative: identify needs, ask questions, and support the team without waiting for direction.
• Manage sensitive client information with discretion and accuracy.
• Document client interactions thoroughly and follow established protocols.
• Respond quickly and clearly on Slack and other communication channels.
• Prioritize tasks effectively and stay composed under pressure.
• Receive feedback constructively and maintain emotional stability in difficult situations.

What You Bring

Client Interaction & Professionalism

• Confident supporting clients who may be overwhelmed, anxious, or navigating sensitive situations
• Warm, friendly, and engaged communication style
• Professional tone even when juggling multiple demands
• Ability to stay calm and non-defensive
• Strong fluency in English for clear, accurate communication

Initiative & Proactivity

• Notices what needs attention and takes action
• Asks questions when unclear
• Looks for ways to improve processes
• Proactive about learning and growth

Accountability & Reliability

• Takes ownership of tasks
• Meets deadlines without constant follow-up
• Admits mistakes and corrects them
• Handles confidential information responsibly

Emotional Stability & Stress Management

• Maintains composure under pressure
• Doesn’t panic in difficult situations
• Separates work stress from personal emotions
• Can hear difficult client stories without shutting down
• Receives feedback without taking it personally

Detail Orientation

• Double-checks information before communicating
• Follows protocols precisely
• Documents interactions thoroughly
• Identifies inconsistencies or missing details
• Responds quickly and accurately on Slack

Soft Skills

• Empathy
• Clear communication
• Patience
• Problem-solving
• Active listening
• Time management

Compensation & Benefits

Base salary based on experience

Fully remote role

Paid vacation & sick leave

Birthday off

U.
S.
holiday schedule

Dias da Semana: Não Informado

Horário / Período: Não Informado

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