Contact Center Associate (Downtown Seattle)

$43,680 - $47,840/Yr

Jnd Legal Administration - Seattle, WA

Full-time - Entry Level

Seattle, WA

About the position

The Contact Center Associate role at JND Legal Administration involves working in a fast-paced office environment to handle inbound and outbound calls related to class action lawsuits and settlements. The position requires exceptional communication skills, adherence to scripted responses, and a focus on creating a positive experience for callers. Associates must be detail-oriented, flexible, and capable of managing high call volumes while maintaining professionalism and empathy.

Responsibilities

• Answer calls from Class Members and Claimants in a prompt and courteous manner.
• Make outbound calls to Class Members/Claimants to deliver Notice, reminders, and responses to questions.
• Respond appropriately with scripted, legal information while creating a friendly and professional interaction.
• Use active listening skills, confirming and clarifying information, and providing approved, scripted responses.
• Acknowledge and demonstrate empathy appropriate to the situation.
• Defuse/de-escalate concerned/upset callers when necessary.
• Use software, databases, scripts and tools appropriately.
• Understand, meet or exceed performance metrics while maintaining excellent quality measurements.
• Participate in ongoing and project-specific training, absorbing and implementing new information quickly.
• Adhere to all company policies.

Requirements

• Exceptional communication skills with an interest in providing service while maintaining 100% script adherence.
• Active listening skills; excellent verbal and written communication skills.
• Ability to comprehend company services and general traits of class action suits or settlements.
• Ability to apply provided training and employ approved, scripted information when speaking with callers.
• Strong time management and decision-making skills.
• Proficiency with computers, CRM software, data base searching and entry, strong typing skills.
• Adaptability, accountability, ability to navigate ambiguity and rapid changes.