Customer Service Representative - Call Center Agent

Job Details:

Job Location:

American Fork, UT 84003, Position Type:
Full Time, Salary Range: $17.00 - $18.00 Hourly, We are in the “People Business”. What does that mean? It means we are constantly on the hunt for more of the best and brightest personalities to join our dynamic team. We think when it comes to customer service our agents should radiate our outgoing, friendly can-do attitudes. For the right person, that smile in their voice comes naturally.

As a Customer Service Representative - Call Center Agent, you will support customers on behalf of JM Law through primarily inbound calls, with some outbound calling responsibilities. You will assist with account inquiries, payment-related questions, and collections matters while providing professional, empathetic, and solution-oriented customer service.

This is a customer service-focused collections environment where building rapport, communicating confidently, and navigating challenging conversations are essential. Agents must be comfortable speaking with customers who may be frustrated or experiencing difficult circumstances while maintaining professionalism, demonstrating empathy, and guiding conversations toward positive resolutions.

Collections experience is highly preferred, but not required. We are looking for motivated, dependable individuals who are eager to learn, adaptable, and comfortable working in a fast-paced, in-office call center environment.

Location:

American Fork, UT (In-Office Position)

• Handle primarily inbound customer calls, with some outbound calling as needed.
• Assist customers with account inquiries, payment-related questions, and collections matters.
• Build rapport and establish positive relationships with customers through professional, empathetic communication.
• Confidently navigate challenging conversations, customer objections, and difficult interactions.
• Maintain control of conversations while remaining patient, composed, and solution-oriented.
• Provide accurate information and work toward appropriate customer resolutions.
• Accurately document customer interactions and update account information across designated systems.
• Follow established procedures, client expectations, and compliance requirements.
• Protect sensitive customer and payment information in accordance with PCI compliance standards.
• Collaborate with leadership and teammates to support daily operational goals and overall team success.

• Previous customer service experience preferred.
• Collections experience highly preferred, but not required.
• Call center experience preferred.
• Strong verbal communication and active listening skills.
• Confident communicator who can build rapport and establish trust with customers.
• Ability to handle difficult conversations and customer objections professionally.
• Empathetic, patient, and composed when interacting with upset or frustrated customers.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, adaptable, and eager to learn new processes.
• Comfortable multitasking across multiple computer systems and platforms.
• Basic computer proficiency, including navigating systems, opening tabs, and copy/paste functions.
• Reliable attendance, punctuality, and a strong sense of accountability.
• Ability to work collaboratively in a fast-paced, in-office environment.

• Health, Dental, Vision Insurance:
  Comprehensive plans to keep you and your family healthy.
• 401k Savings Plan:
  Secure your financial future with our competitive savings plan.
• Employee Advancement & Career Path Development:
  We believe in promoting from within. Your growth is our priority!
• Monthly Drawings:
  Win exciting prizes like gift cards and electronics!
• Paid Time Off:
  Earn paid time off from day one, because you…