Email Support Specialist

Stillman Law Office•Farmington Hills, MI

2d•Onsite

About The Position

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.

Requirements

High school diploma required. Associate's degree or higher is preferred.
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.

Nice To Haves

Ability to communicate in both English and Spanish preferred.

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.