Customer Support Specialist - Classified Team in Chicago, Illinois at Legacy.com

At Legacy.com we provide industry-leading customer support solutions for media companies across obituary, legal, recruitment, celebrations, and general classified advertising categories. Our vision is to become the premier full-service customer support partner for media organizations nationwide.

We are looking to hire three (3) Customer Support Specialists for the Classified team. In this role individuals will play a key role in delivering exceptional customer experiences in a fast-paced, collaborative, and customer-focused environment. This position supports customers and media partners through phone, email, and chat interactions while assisting with classified advertisement placement, troubleshooting issues, reviewing self-service submissions, and ensuring publication accuracy and deadline compliance.

This role is ideal for individuals who thrive in a multitasking environment, enjoy problem-solving, and are passionate about providing outstanding customer service. Successful candidates are professional communicators, highly detail-oriented, adaptable to change, and committed to delivering accurate, timely support while contributing to overall team success. You will have the opportunity to expand your knowledge, strengthen your communication and technical skills, and grow within a dynamic and supportive remote work environment.

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.

Work Location & Schedule

This is a fully remote position; however, candidates must reside in one of the following states: Arizona, Colorado, Florida, Illinois, Indiana, North Carolina, Ohio, Texas and Wisconsin . Candidates must be available to work one of the following schedules:

• Monday - Friday: 8:00 AM – 5:00 PM CST
• Monday - Friday: 8:30 AM - 5:30 PM CST

• High School Diploma or equivalent experience.
• 1-2 years customer support experience required. Call center environment preferred.
• Previous media, publishing, or classified advertising experience is a plus.
• Strong written and verbal communication skills with the ability to communicate clearly and professionally.
• Proficiency in basic computer applications and systems, including email communication, Windows-based platforms, Microsoft Word, and Microsoft Excel, is required.
• Excellent multitasking, organizational, and time management abilities.
• Strong attention to detail and commitment to accuracy.
• Customer-focused mindset with a passion for delivering high-quality service.
• Ability to work independently while also contributing positively within a team environment.
• Strong problem-solving and critical-thinking skills.
• Comfortable working in a fast-paced environment with shifting priorities and deadlines.
• High level of comfort navigating web-based systems and technology platforms.
• Experience with customer support platforms, call center systems, chat tools, or CRM software preferred.
• Ability to learn and adapt quickly to partner-specific workflows and systems.

Compensation & Benefits

Legacy.com offers a competitive total compensation package, including a pay range of $19.00–$23.00 per hour.

Available Benefits Include:

• 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)
• Accrued 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.