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.