Client Experience Representative
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Job Description
Remote Client Experience Representative supporting injured clients throughout legal cases for The Ward Law Group. Handling bilingual calls, case updates, escalations, and client-experience workflows.
Responsibilities:
- Assist clients professionally and warmly through inbound and outbound calls and approved communication channels
- Conduct welcome, courtesy, and proactive follow-up calls based on case stage, client needs, and contact timelines
- Provide accurate case-status information, process explanations, and FAQ answers using approved SOPs, training materials, and authorized case information
- Resolve inquiries and concerns during the initial interaction when within CER authority
- Listen empathetically, identify dissatisfaction, apply de-escalation techniques, and follow protocols for urgent matters, repeat contacts, and escalations
- Coordinate with case owners, specialists, POD leaders, and managers when legal judgment, case decisions, or department action is required
- Document client interactions, requested updates, follow-up commitments, and escalations in Litify and other approved systems
- Follow up on open client concerns and assigned tasks to ensure timely responses and clear communication
- Assist with client-experience workflows, low-sentiment calls, voicemail follow-up, and courtesy-call outreach
- Protect client confidentiality and avoid unauthorized legal advice or commitments outside approved procedures
- Participate in Train the Trainer sessions, department discovery training, coaching, and process/workflow updates
- Collaborate with team members and leadership to identify recurring concerns and improve communication and processes
Requirements:
- Professional fluency in both English and Spanish, including strong written and verbal communication skills
- Availability to work at least 30 hours per week
- Previous customer service experience required
- Prior law firm or legal industry experience preferred but not required
- Call center, client relations, or administrative experience preferred
- Strong communication, active listening, empathy, organization, and problem-solving skills
- Ability to manage multiple client requests, document information accurately, and follow established escalation procedures
- Comfort using case-management systems and learning new technology and department workflows
- Experience with CRM or case management systems such as Litify, Filevine, SmartAdvocate, or Clio
Benefits:
- None provided; paid time off and healthcare benefits are not provided
- No retirement or other employee benefits are provided
- Contractor supplies own equipment, software, internet connection, and workspace
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