Telephone Answering Service Agent - Onsite

At Customer Contact Services (CCS), we are a fast-growing, fun, and dynamic contact center that takes pride in delivering top-quality telephone answering services. Our team is passionate about customer service, and we strive to create an energetic and supportive work environment where our employees can thrive. If youre looking to join a company that values teamwork, growth, and a positive atmosphere, we want to hear from you!

The Customer Service Representative (CSR) will handle inbound calls and online inquiries related to class action lawsuit intake campaigns and other client programs. This position requires compassion, accuracy, and attention to detail when capturing sensitive information from potential claimants. Representatives will follow approved scripts to ensure all qualifying questions are asked and documented according to project guidelines.

Job Responsibilities:

• Professionally handle a high volume of inbound calls and online submissions for various client projects, including class action lawsuit intake campaigns.
• Follow client-specific scripts to guide callers through eligibility questions and collect required information such as contact details, incident descriptions, and claim-related documentation.
• Demonstrate empathy and discretion when speaking with individuals who may have experienced harm, loss, or financial impact.
• Verify and accurately document all caller details in the designated CRM or intake platform per project and compliance standards.
• Clearly explain next steps, set expectations, and ensure that information is correctly relayed to the appropriate legal teams or case managers.
• Maintain professional, polite, and engaging communication while controlling the flow of the call to ensure efficiency and caller comfort.
• Adhere to client and company confidentiality requirements and data protection policies.
• Participate in quality assurance and compliance reviews, applying feedback to continually improve call accuracy and client satisfaction.
• Achieve or exceed key performance metrics, including call quality, documentation accuracy, and schedule adherence.
• Attend required training and project briefings to stay up to date on class action case details, terminology, and eligibility guidelines.
• Other duties as assigned.

Requirements:

• High school diploma or GED
• Minimum of one year of customer service or call center experience
• Strong active listening and empathy skills, with the ability to handle sensitive or emotional conversations professionally
• Excellent written and verbal communication skills, including clear and accurate data entry
• Ability to follow detailed scripts and comply with strict confidentiality and compliance rules
• Proficiency in basic computer systems, CRM platforms, and online data entry
• Strong attention to detail, problem-solving skills, and reliability
• Comfortable navigating multiple systems while maintaining focus on caller needs

Why Join Us?

• Competitive salary and benefits package.
• A fun, fast-paced, and supportive work environment.
• Opportunities for professional growth and advancement as the company expands.
• Comprehensive training to enhance your skills.
• The chance to make a direct impact through exceptional service.

Benefits

• Medical insurance
• Dental, and Vision insurance
• 401k
• Advancement opportunities
• Vacation
• Paid Sick leave
• Life insurance
• Holiday incentive pay
• Employee events and activities
• Advancement opportunities
• Remote Work Opportunities

Shift Times Available (CST):

• Monday - Friday 7:00 AM to 9:00 PM