In this role, you will be the first point of contact for clients, delivering exceptional customer support across phone, chat, email, and video calls. You will manage incoming inquiries, resolve issues efficiently, and ensure customers feel guided, informed, and valued at every interaction. Your responsibilities include navigating the CRM to locate order details, processing refunds and exchanges according to internal policies, sending quotes via email and SMS, and escalating more complex matters to senior teams when needed. Consistent documentation and participation in ongoing training will be key to maintaining high-quality service and staying up to date with product and policy changes.

The company is led by an experienced attorney who previously served as Managing Attorney for a well-known law firm and later as Regional Managing Attorney overseeing multiple locations. Over several years, she became a recognized face of the organization, earning a strong reputation for her integrity, work ethic, and outstanding client service.

With her new firm, she has elevated that same award-winning customer service to an even higher standard. Clients benefit from a leadership approach grounded in transparency, diligence, and genuine care — values reflected throughout the team and central to how the company operates.

Responsibilities:

• Handle inbound customer calls, ensuring queries are resolved efficiently and effectively.
  
• Provide support through online chat, email, and video calls.
  
• Access and navigate the internal CRM to retrieve customer order details.
  
• Process refunds, exchanges, and other customer requests in line with company policies.
  
• Send out email and SMS quotes to customers.
  
• Escalate complex issues to the relevant department or senior staff.
  
• Maintain a high level of product knowledge to provide accurate information to customers.
  
• Document and log all interactions in the CRM system.
  
• Participate in regular training sessions to stay updated with product changes and company policies.

• Strong written English and verbal communication skills.
  
• Strong written Spanish and verbal communication skills
  
• MUST BE COMFORTABLE TAKING VIDEO CALLS
• Proven experience in a voice support role or similar.
  
• Ability to multitask and manage multiple channels of communication.
  
• Noise-cancelling headset with a clear microphone.
  
• Familiarity with CRM systems and practices.
  
• Ability to work under pressure and handle challenging customer interactions.
  
• A positive attitude and a passion for delivering exceptional customer service.
  

Independent Contractor Perks

• HMO coverage for eligible locations
• Permanent work from home
• Immediate hiring
• Steady freelance job