Call Center Specialist

Job Summary

We are seeking a Call Center Specialist for a contract/temporary opportunity in Oviedo, FL within the legal services industry. This role is ideal for a customer-focused professional with call center experience who is comfortable handling inbound calls, emails, and written correspondence with accuracy, empathy, and professionalism.

The Call Center Specialist will support class members by providing clear case-related information, answering questions, following established protocols, and escalating issues when needed. This is an on-site role in a structured contact center environment with defined procedures, training materials, and supportive leadership to help team members succeed. Candidates who enjoy helping people, solving problems, and working as part of a collaborative service team will be a strong fit.

Key Responsibilities

- Answer inbound calls, emails, and written correspondence from class members in accordance with company guidelines and protocols.
- Review and understand current case information to provide accurate responses regarding general case details, legal rights and options, deadlines, and important dates.
- Deliver exceptional customer service while maintaining a high level of accuracy in all communications.
- Identify, document, and escalate issues as needed to ensure timely and appropriate resolution.
- Complete follow-up tasks and collaborate with internal teams to resolve class member inquiries efficiently.
- Support additional contact center projects and duties as assigned.

Compensation and Benefits

- Pay: $20.00 per hour.
- Job type: 6-month contract position
- Schedule: Initial hours are 9:00am to 5:30pm.
- Shift flexibility required: Candidates must be able to transition to an 11:30am to 8:00pm schedule within a few weeks.
- Late shift coverage: Each agent is anticipated to cover 2 late shifts per week.
- Work arrangement: On-site in Oviedo, FL.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Required Qualifications and Skills

- Handle incoming calls, emails, and written correspondence from class members.
- Provide accurate case-related information using training materials and established procedures.
- Process escalations and collaborate with the appropriate parties to ensure accurate responses.
- Complete follow-up tasks to help resolve class member issues in a timely manner.

- At least 1 year of call center experience required.
- Strong customer service skills with the ability to communicate clearly, professionally, and respectfully.
- Ability to read, understand, and explain case-related information accurately within established guidelines.
- Strong attention to detail and commitment to accuracy in verbal and written communication.
- Ability to follow procedures, use training materials effectively, and adhere to scheduled call center shifts.
- Comfortable working in a fast-paced inbound contact center environment.
- Dependable, flexible, and able to work on-site in Oviedo, FL.

Preferred Qualifications

- Previous call center lead experience.
- Experience using ZenDesk or similar customer support ticketing platforms.
- Prior experience in legal services, claims administration, class action support, or a related environment.