Escalation Specialist-Call Center

We are seeking a highly detail-oriented Hypercare Escalation Specialist to join our specialized legal administration team. In this role, you will handle escalated inquiries from contact center agents, guide plaintiffs through the process of collecting critical documentation for legal filing submissions, and manage complex questions surrounding settlement administration. This position bridges the gap between our front-line contact center and client services teams, ensuring accurate, legally sound, and customer-focused resolutions. Qualifications:

• BYOD Requirements: Must possess a reliable personal computer/laptop and a secure, high-speed internet connection capable of running standard contact center software.
• Education/Certification: Paralegal Certification or Juris Doctorate (JD) is required.
• Experience: Proven experience managing complex customer or claimant inquiries, ideally within a high-volume contact center or legal support environment.
• Technical Skill: Deep understanding of escalation management and the ability to translate intricate legal documentation into plain, empathetic customer guidance.
• Communication: Exceptional verbal and written communication skills; ability to engage professionally with claimants, legal teams, and leadership alike.

salary: $24 - $28 per hour
shift: First
work hours: 8 AM - 5:30 PM
education: Bachelors

Responsibilities

• Guide Plaintiffs : Directly assist plaintiffs in navigating, collecting, and organizing required documentation for accurate filing submissions.
• Manage Complex Escalation s: Handle escalated calls and emails transferred by contact center agents, providing prompt, accurate, and professional resolutions.
• Interpret Legal Documentation : Review and accurately interpret complex settlement agreements, court documents, and legal frameworks to apply them to claimant situations.
• Collaborate & Consult : Serve as a core liaison between contact center agents and client services to keep communication channels seamless.
• Process Improvement : Identify escalation trends, provide actionable insights to improve operations, and develop/propose new call scripting recommendations for client services approval.

The essential functions of this role include:

• working in a smoke free environment

Skills

• Certified Paralegal
• Call Center
• Customer support
• Escalation Management
• Verbal Communication
• Attention to Detail

Qualifications

• Years of experience: 1 year
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.