Client Experience Representative

Job Summary

To support a growing personal injury law firm, the full-time Client Experience Representative will manage client inquiries and provide timely case information while working remotely as an independent contractor.

Key responsibilities

• Assist clients through inbound and outbound calls, ensuring a warm and professional communication experience
• Conduct proactive follow-up calls based on case stages and client needs, aiming for First Contact Resolution (FCR)
• Document client interactions accurately and coordinate with case teams to address inquiries requiring legal judgment

Required qualifications

• Professional fluency in both English and Spanish, with strong written and verbal communication skills
• Availability to work at least 30 hours per week
• Previous customer service experience, preferably in call center or client relations roles
• Familiarity with case management systems and comfort with learning new technology
• Prior experience in a law firm or legal industry is preferred but not required