Contact Center Agent at Epiq in Houston, TX

Job description

• 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.
• This position is responsible for answering inbound and outbound calls, processing email, chat, and callback interactions.

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

Requirements

• 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.

Skills

Required

• Customer service
• Professional communication
• Ability to handle difficult situations
• Adherence to schedule
• Time entry accuracy

Preferred

• Call center experience

Benefits

• 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.