Client Services Escalation Analyst

Requirements

• 3-5 years of experience in client services or a related role.
• Communication
• Critical Thinking
• Customer Relationship Management (CRM)
• Independent Judgment
• Problem Solving
• Professional Collaboration
• Certifications:
• Required: None
• Preferred: Customer Service Certification, CRM Certification, Critical Thinking Certification
• Physical Requirements:
• Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment.
• Your specific salary will be determined based on several factors:
• Location-based market rate for the role
• Your abilities in relation to the job specification
• Performance during screening and interview
• Pay parity with the wider team in the considered location
• Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.
• Click here to learn about Epiq's Benefits.
• Epiq Leadership Compass
• Fosters Relationships & Collaboration
• Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
• Build trust-based partnerships
• Nurture long-term relationships
• Remove collaboration barriers
• Celebrate cross-team success
• Engages & Influences
• Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
• Use storytelling to build buy-in
• Align communication with organizational goals
• Guild alignment through strong engagement
• Maximizes Performance
• Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq's goals.
• Use data to identify improvement opportunities
• Make informed decisions
• Align team goals with boarder strategy
• Empower teams to manage their own goals
• Translate vision into clear priorities
• Prepare for disruptions with strong change management
• Achieves Operational Success
• Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.
• Improve workflows for team efficiency
• Use clear documentation and expectations
• Resolve issues quickly using data and feedback

Benefits

Additional Information

At Epiq , your work contributes to complex, global legal outcomes. You'll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that's recognized externally. Enabled by modern platforms and AI, you'll do the most meaningful work of your career and see your impact at scale. Job Description: Job Summary The Client Services Escalation Analyst is responsible for managing customer escalations, ensuring customer satisfaction, and providing critical thinking and problem-solving support. This role requires strong communication, critical thinking, and problem-solving skills. Essential Job Responsibilities Manage customer escalations and ensure customer satisfaction. Provide critical thinking and problem-solving support. Communicate effectively with clients and team members. Maintain professional etiquette and organizational abilities. Qualifications & Requirements Education: Bachelor's degree in business, Management, or a related field.

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