ApplyDescription
Legacy.com is the place where life stories live on. We are the global leader in online memorial tributes; a top-50 news website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. Legacy delivers its community-targeted content daily via 8,500 local media and funeral home partners. We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life.
Our vision is to become the full-service end-of-life and memorialization destination.As a Customer Support Specialist, you will be an integral part of a compassionate and collaborative team, providing outstanding support to customers and clients. This role involves managing inbound and outbound phone calls, as well as handling regular email and chat correspondence, ensuring every interaction is handled with care and attention to detail.This role offers the opportunity to develop your skills, contribute to meaningful team goals, and grow as part of a supportive, dynamic work environment.
A successful candidate will demonstrate excellent written and verbal communication skills, active listening, and a genuine desire to help others. You’ll use customer support tools and resources to navigate complex questions and resolve issues efficiently, while continuously improving your skills in both execution and communication. Most importantly, you’ll thrive by collaborating with your team to solve problems, share insights, and deliver solutions that make a real impact on our customers’ experiences.
This position is remote but candidates must be based in Florida, Georgia, Illinois, Indiana, Texas or Wisconsin.
Applicants must be able to work one of the following shifts: 10:30am - 7pm CST or 9:30am - 6pm CST with days off Sunday & Tues or Sunday & Thursday.
Key Responsibilities
· Communicate with customers and clients via email, chat, and phone to address issues, answer questions, and explain website features.· Provide empathetic, top-tier service to every customer and client contact, ensuring a compassionate and professional experience.· Communicate sensitive or challenging information to customers with professionalism, empathy, and clarity, ensuring understanding while maintaining a positive customer experience.· Efficiently manage customer interactions across various channels (email, chat, and phone) while utilizing internal systems and tools, ensuring smooth workflows and high-quality service delivery across different functions of the role.· Managing a high volume of incoming customer inquiries throughout the day.· Grow your knowledge of company products, services, and policies, in order to explain them in a kind and respectful manner.· An ability to troubleshoot, identify, and solve technical issues related to the Legacy.com product lines, escalating as needed.· Able to utilize internal systems and tools to process work while adapting to team-specific processes.· Contribute directly to achieving monthly team performance targets.· Perform other duties as assigned to support the team, department, and company goals.Requirements · Ability to adapt to changes in a fast-evolving business environment.· Ability to effectively prioritize tasks and manage time.· Keen eye for attention to detail.· Confidence and willingness to develop exceptional phone conversation skills.· Empathetic and service-oriented mindset.· Ability to work independently as well as collaboratively.· High degree of competency with the Internet.· Experience with call center software including chat, phone, and email.· Excellent verbal and written communication skills.· Excellent problem solving and time management skills.· Excellent critical thinking skills.
Benefits
Legacy.com offers a very generous and comprehensive benefits package, including:· Medical, Dental, and Vision Insurance· Health Savings Accounts and Flexible Spending Account options with generous employer contributions (based on plan selection)· Basic Life and Supplemental Life insurance· Disability Insurance· Voluntary Supplemental Benefits (Hospital Indemnity, Accident, Critical Illness)· Flexible Paid Time Off· 401k plan with discretionary employer match· Paid Medical and Parental Leave
Final compensation is determined based on a variety of factors such as experience, education, certifications, and geographic location.
Salary Description$19 - $23
