Client Experience Representative

Job Summary

To support a growing legal practice, the full-time Client Experience Representative will deliver a proactive and empathetic client experience, manage client inquiries, and provide timely case information while working remotely as an independent contractor.

Key responsibilities

• Assist clients through inbound and outbound calls and other communication channels, ensuring a warm and professional interaction
• Conduct proactive follow-up calls based on case stages and client needs, aiming for First Contact Resolution
• Document client interactions and follow up on open concerns to ensure timely responses and clear communication

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
• Prior customer service experience; experience in a law firm or legal industry is preferred but not required
• Comfort using case-management systems and learning new technology
• Experience with CRM or case management systems such as Litify, Filevine, or Clio is advantageous