Client Experience Representative

Job Summary

To support a growing personal injury law firm, the full-time Client Experience Representative will deliver proactive and empathetic client service by managing inquiries, providing case information, and coordinating follow-ups in a remote environment.

Key responsibilities

• Assist clients through inbound and outbound calls while ensuring a warm and professional experience
• Conduct proactive follow-up calls based on case stages and client needs, aiming for First Contact Resolution
• Document client interactions accurately and collaborate with case teams to address inquiries and escalate issues as needed

Required qualifications

• Professional fluency in both English and Spanish is required
• Availability to work at least 30 hours per week
• Prior customer service experience, preferably in call centers or client relations
• Comfort with case-management systems and technology
• Experience in the legal industry is preferred but not mandatory