Job Summary:

The Customer Support Specialist serves as the first point of contact for LegalShield members seeking legal assistance. This role is responsible for delivering an exceptional member experience by gathering accurate information, assessing legal service needs, and facilitating timely referrals to the appropriate provider law firm. The Specialist ensures every interaction is handled with professionalism, empathy, urgency, and confidentiality while adhering to established legal, regulatory, and company guidelines.

Responsibilities:

The Customer Support Specialist serves as the first point of contact for LegalShield Members seeking legal assistance through the provider law firm network and plays a critical role in shaping the overall member experience. This position is responsible for conducting comprehensive legal intake interviews, gathering and verifying information related to members' legal matters, determining the appropriate legal service category, and ensuring cases are accurately documented and efficiently referred to the appropriate provider law firm. The role requires exercising sound judgment, strong attention to detail, and a thorough understanding of LegalShield's service offerings to ensure members receive timely, accurate, and compassionate assistance from the initial interaction through referral and case progression.

As the primary liaison throughout the intake and referral process, the Customer Support Specialist assumes ownership of each member interaction by coordinating communications between members and provider law firms, scheduling attorney consultations, requesting and organizing supporting documentation, completing conflict-of-interest checks, and maintaining detailed case records within customer relationship management and case management systems. The role proactively monitors case progress, provides timely status updates, manages member expectations regarding next steps and service timelines, and works to eliminate communication barriers that could delay legal services. Through consistent follow-up and case coordination, the specialist ensures members remain informed, supported, and engaged throughout their legal journey.

This position collaborates closely with provider law firms, attorneys, paralegals, and internal operational teams to facilitate efficient case handling and ensure service-level commitments are achieved. The Customer Support Specialist develops strong working relationships with provider law firms by coordinating consultations, communicating member needs, obtaining case updates, documenting interactions, and identifying opportunities to improve operational efficiency and the overall member experience. The role also serves as an advocate for members by recognizing potential service concerns, resolving routine issues, escalating complex situations appropriately, and identifying trends that may impact service quality or member satisfaction.

Operating within a highly regulated environment, the Customer Support Specialist is entrusted with handling sensitive and confidential legal information while maintaining compliance with all company policies, privacy standards, regulatory requirements, and established operational procedures. The role requires exceptional professionalism, discretion, and accuracy when documenting legal matters, safeguarding confidential information, and ensuring all member interactions meet quality and compliance expectations.

Success in this position requires the ability to balance empathy with efficiency while managing multiple priorities in a fast-paced, performance-driven environment. The ideal candidate demonstrates excellent verbal and written communication skills, active listening, critical thinking, organization, adaptability, and a strong commitment to service excellence. Performance is measured through key operational metrics, including member satisfaction, intake quality and accuracy, first-contact resolution, productivity, schedule adherence, provider follow-up compliance, documentation accuracy, and the timely resolution of member inquiries. Through every interaction, the Customer Support Specialist reinforces LegalShield's commitment to delivering accessible, exceptional legal services while fostering trust, confidence, and long-term member relationships.

Performance Outcomes

Member Intake & Case Assessment

• Serve as the first point of contact for members seeking legal assistance through inbound calls, chats, and digital channels.
• Conduct comprehensive legal intake interviews to identify member needs and gather accurate information regarding legal matters.
• Determine the appropriate legal service category and ensure matters are routed to the appropriate provider law firm.
• Complete conflict-of-interest checks and other required intake verification processes.
• Collect, verify, and organize supporting documentation necessary for legal consultations.
• Accurately document all member interactions and case details within CRM and case management systems.

Member Case Management & Communication

• Serve as the primary point of contact for members throughout the intake and referral process.
• Conduct proactive outbound communications to gather additional information, provide case updates, and communicate next steps.
• Manage member expectations by providing clear timelines, education, and status updates throughout the legal process.
• Monitor assigned matters through resolution and follow up to ensure timely progression of legal services.
• Resolve routine member concerns and escalate complex or sensitive issues in accordance with established procedures.

Provider Law Firm Coordination

• Coordinate attorney consultations between members and provider law firms.
• Partner with attorneys, legal staff, and provider law firms to obtain case updates and facilitate timely communication.
• Request documentation and records on behalf of provider law firms to support legal consultations.
• Monitor referral, intake, and consultation timelines to ensure service level expectations are achieved.
• Foster collaborative relationships with provider law firms to improve efficiency and member outcomes.

Case Documentation, Compliance & Quality

• Maintain complete, accurate, and timely case documentation throughout the member lifecycle.
• Ensure compliance with company policies, privacy requirements, legal regulations, and confidentiality standards.
• Protect sensitive member information by exercising sound judgment and discretion.
• Maintain quality standards by adhering to established intake procedures, documentation guidelines, and operational workflows.
• Identify trends, service gaps, and process improvement opportunities while supporting continuous quality initiatives.

Service Excellence & Performance

• Deliver compassionate, professional, and high-quality service during every member interaction.
• Demonstrate empathy, active listening, critical thinking, and sound judgment when assisting members with sensitive legal matters.
• Collaborate effectively with internal departments and provider law firms to ensure a seamless member experience.
• Meet or exceed established performance metrics for member satisfaction, quality, productivity, timeliness, and schedule adherence.
• Participate in training, coaching, and continuous improvement initiatives to enhance knowledge and performance.

Education, Knowledge, and Experience

• High school diploma or equivalent required.
• Associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field preferred.
• 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 conducting interviews, coordinating service requests, or managing cases from initiation through resolution preferred.
• Experience working with attorneys, law firms, healthcare providers, or other external business partners is preferred.
• Experience handling confidential or sensitive information while maintaining accuracy and professionalism.
• Bilingual or multilingual communication skills are preferred.
• 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.
• Demonstrated ability to build positive relationships with members, provider law firms, and internal business partners.
• Ability to maintain professionalism, empathy, and composure while assisting members experiencing stressful or sensitive legal situations.
• Proficiency in Microsoft Office applications and the ability to quickly learn new technology platforms.
• Demonstrated commitment to delivering exceptional member service and continuous improvement.

FLSA Status

Non - Exempt

Physical Requirements/ Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Remain stationary for extended periods while performing computer and telephone-based work.
• Frequently operate a computer, keyboard, mouse, headset, telephone, and other standard office equipment.
• Frequently communicate with members, provider law firms, and internal team members via telephone, video conferencing, chat, email, and other electronic communication methods.
• Ability to read, review, and accurately enter information into multiple computer systems simultaneously.
• Frequently move between applications and utilize multiple monitors while documenting member interactions.
• Occasionally move or transport office materials weighing up to 10 pounds.
• Maintain the manual dexterity and visual acuity necessary to perform detailed data entry and review electronic documents.
• Work is performed primarily in an office or remote contact center environment.
• Requires prolonged use of computers, telephones, and headset equipment throughout the workday.
• Position involves frequent interaction with members who may be experiencing stressful or emotionally sensitive legal situations, requiring professionalism, empathy, and emotional resilience.
• Requires the ability to manage multiple priorities, adapt to changing workloads, and maintain accuracy in a fast-paced, performance-driven environment.
• May require flexibility to work assigned schedules, including evenings, weekends, holidays, overtime, or additional hours based on business needs.
• Regular and reliable attendance is an essential function of this position.

Additional Information:

Location:

Department:

3372 Blue Ocean - Member Intake Services

Time Type:

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.