Contact Center Agent

At Epiq , your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale. Job Description: Job Summary: This position is responsible for answering inbound and outbound calls, processing email, chat, and callback interactions. Essential Job Responsibilities Answering calls professionally and responding to customer inquiries Complete outbound calls related to escalations Identify and escalate more complex issues to the research team Ability to deal with difficult situations over the phone while maintaining high level of professionalism Adhere to assigned schedule and call flow Accurately submit time entries for billing and payroll purposes Qualifications & Characteristics High School diploma or equivalent. Customer Service or similar experience. Experience in a call center environment is a plus. Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment. Your specific salary will be determined based on several factors: Location-based market rate  for the role Your abilities  in relation to the job specification Performance  during screening and interview Pay parity  with the wider team in the considered location Further details about the package will be provided during the initial screening call with the Talent Acquisition Team. Click here to learn about Epiq's Benefits. Epiq Leadership Compass Fosters Relationships & Collaboration Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success. Build trust-based partnerships Nurture long-term relationships Remove collaboration barriers Celebrate cross-team success Engages & Influences Inspires action and alignment through clear communication, purposeful influence, and a compelling vision. Use storytelling to build buy-in Align communication with organizational goals Guild alignment through strong engagement Maximizes Performance Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals. Use data to identify improvement opportunities Make informed decisions Align team goals with boarder strategy Empower teams to manage their own goals Translate vision into clear priorities Prepare for disruptions with strong change management Achieves Operational Success Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution. Improve workflows for team…