Email Support Specialist

Multi-State Law Firm – Full-Time Support Specialist

Location: Farmington Hills, MI

We are a multi-state law firm seeking a full-time Support Specialist to join our Collections team at our Farmington Hills, MI office. The ideal candidate will possess strong written communication and problem-solving skills, with a proven ability to manage complex account issues independently and efficiently.

Key Responsibilities:

• Provide exceptional email support, handling 90% of communications via email
• Assess account statuses and send appropriate, template-driven responses
• Timely and thorough management of inbound and response emails
• Build and maintain relationships with external partners
• Collaborate with team members to address a shared pool of accounts, ensuring prompt and professional resolution
• Identify trends affecting performance and provide proactive solutions
• Maintain accurate system documentation and ensure all customer follow-ups are completed efficiently
• Exhibit a strong understanding of account balances and demonstrate comfort discussing settlement opportunities and payment arrangements
• Learn and communicate the basic steps of the litigation process to provide updates on account status when needed
• Deliver exceptional customer service by resolving consumer inquiries with professionalism and courtesy
  
  

Qualifications:

• Education: High school diploma required. Associate's degree or higher is preferred
• Skills:
• Proficiency in Microsoft Outlook, Word, and Excel
• Strong written and oral communication skills
• Ability to interact effectively with individuals at all organizational levels
• Process-oriented with a strong drive for success
• Ability to work collaboratively in a team environment
• Strong attention to detail, with the ability to evaluate accounts and recommend appropriate actions
• Customer service experience with an ability to resolve inquiries efficiently
• Ability to communicate in both English and Spanish preferred
  

Additional Information:

• Job Type: Full-Time (Monday through Friday, potential evening hours)
• Benefits: The Firm offers medical benefits and a 401k plan. Additional benefit details, including eligibility, will be discussed during the interview process
• Pre-Employment: Candidates must successfully pass a background check and drug screening
  
  

Equal Employment Opportunity:

Our firm is committed to fostering an inclusive environment that promotes equal employment opportunities for all individuals.

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