Project Specialist
About the Company
Epiq provides technology-enabled services and solutions for complex legal matters and business operations. The company supports clients through a global workforce and modern platforms, emphasizing integrity, customer service, collaboration, and continuous improvement.
About the Role
Epiq is seeking a Project Specialist to handle complex customer and client inquiries and resolve issues that cannot be addressed through standardized processes. This role serves as an escalation point for consumer-facing questions and concerns received through phone, email, and written correspondence. The Project Specialist will work closely with supervisors, project managers, and business partners to resolve issues, maintain accurate procedures, monitor case quality, and support the overall goals of assigned projects.
Key Responsibilities
Respond to complex customer and client inquiries through phone calls, emails, and written correspondence. Serve as an escalation point for consumer-facing inquiries and issues that require review beyond standardized processes. Follow established protocols, procedures, and instructions provided by Project Managers and Supervisors. Apply feedback and make necessary adjustments to work practices. Collaborate effectively with internal teams and business partners. Create, monitor, and update scripts and procedures for claims and correspondence teams. Ensure team scripts and procedures support project objectives. Assist Supervisors and Project Managers in identifying and resolving operational issues. Monitor overall case health by identifying errors and developing appropriate solutions. Support consistent service quality and accurate case handling.
Required Qualifications
Juris Doctor (JD) from an accredited U.S. law school, or a foreign law degree accompanied by an LL.M. Flexible and customer-service-oriented approach. Excellent written and verbal communication skills. Ability to explain complex information clearly to audiences with different backgrounds. Ability to manage changing or competing priorities while supporting business needs. Strong technical aptitude and computer skills. Excellent planning and organizational abilities. Strong critical-thinking skills and attention to detail. Proficiency in Microsoft Office applications, particularly Word, Excel, Access, and Outlook. Work Arrangement & Location Remote, work-from-home position. Full-time employment. Phoenix, Arizona, is listed as the associated location: 3255 East Elwood Street, Suite 110. Compensation & Benefits Compensation will be determined based on the location-based market rate, job-related skills and abilities, screening and interview performance, and pay parity within the team. Additional compensation package details will be provided during the initial screening call with the Talent Acquisition team. Epiq provides information about its employee benefits during the recruitment process. Leadership & Work Expectations Build trust-based relationships and collaborate effectively across teams. Communicate clearly to support alignment and influence decisions. Use data and feedback to identify opportunities for improvement. Maintain accountability and support team performance goals. Improve workflows through effective documentation, problem-solving, and quality execution. Equal Employment Opportunity & Accessibility Epiq is an Equal Opportunity Employer. The company makes employment decisions without unlawful discrimination based on race, religion, ethnicity, color, sex, sexual orientation, gender identity or expression, transgender status, reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, disability, veteran or family status, or any other characteristic protected by applicable law. Epiq takes affirmative action for minorities, women, covered veterans, and individuals with disabilities. Reasonable accommodations are available upon request during the application process. Where applicable, qualified applicants with arrest or conviction records will be considered in accordance with relevant laws.