Customer Support Specialist

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PPLSI

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

PPLSI is a company dedicated to protecting and empowering individuals through affordable legal services and identity protection. Their mission is to provide equal access to justice and security for everyone, regardless of their background. PPLSI offers a range of services including identity protection, legal consultations, and privacy monitoring, aiming to simplify access to the legal system, which they describe as traditionally expensive and complex. With a significant impact demonstrated through savings for their members, PPLSI strives to be a disruptive force in the legal industry, akin to how major companies have transformed their respective fields.

📋 Description

• Serve as the first point of contact for LegalShield members seeking legal assistance through inbound calls, chats, and digital channels • Conduct comprehensive legal intake interviews and gather, verify, and organize information and supporting documentation • Determine appropriate legal service categories and route matters to provider law firms • Complete conflict-of-interest checks and required intake verification processes • Accurately document member interactions and case details in CRM and case management systems • Serve as the primary point of contact throughout intake and referral • Conduct proactive outbound communications, provide case updates, and communicate next steps • Manage member expectations with clear timelines, education, and status updates • Monitor assigned matters through resolution and follow up to ensure timely progression • Resolve routine concerns and escalate complex or sensitive issues • Coordinate attorney consultations between members and provider law firms • Partner with attorneys, legal staff, provider law firms, and internal teams to obtain updates and facilitate communication • Request documentation and records to support legal consultations • Monitor referral, intake, and consultation timelines against service-level expectations • Maintain complete, accurate, and timely case documentation while protecting confidential information • Identify trends, service gaps, and process improvement opportunities • Meet or exceed metrics for satisfaction, quality, productivity, timeliness, and schedule adherence • Participate in training, coaching, and continuous improvement initiatives

🎯 Requirements

• High school diploma or equivalent required • Minimum of two years of experience in customer service, contact center operations, intake coordination, case management, or a related client-facing role • Minimum of two years of experience supporting legal services, healthcare, insurance, financial services, or another highly regulated industry • Experience handling confidential or sensitive information while maintaining accuracy and professionalism • Knowledge of customer service best practices and member experience principles • Working knowledge of legal intake, case management, referral coordination, or regulated service environments • Knowledge of privacy, confidentiality, and information security practices related to handling sensitive member information • Familiarity with customer relationship management (CRM) systems, case management platforms, and Microsoft Office applications • Understanding of contact center operations, service-level agreements (SLAs), quality assurance standards, and productivity expectations • Ability to learn and apply LegalShield products, services, provider law firm processes, and company policies • Excellent verbal, written, and interpersonal communication skills • Strong active listening, interviewing, and information-gathering abilities • Exceptional attention to detail and organizational skills • Ability to analyze information, exercise sound judgment, and make appropriate decisions within established guidelines • Strong problem-solving and conflict-resolution skills • Ability to manage multiple priorities in a fast-paced, deadline-driven environment • Proficiency in Microsoft Office applications and the ability to quickly learn new technology platforms • Bilingual or multilingual communication skills are preferred • Associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field preferred

🏖️ Benefits

• Equal opportunity employment • Reasonable accommodations for individuals with disabilities • Potential schedule flexibility, including evenings, weekends, holidays, overtime, or additional hours based on business needs