Client Experience Representative

🔥 19 minutes ago

🇨🇴 Colombia – Remote

💵 $1k - $1.7k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Ward Law Group, PL

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 B2C

⚖️ Legal

⚕️ Healthcare Insurance

B2C • Legal • Healthcare Insurance

The Ward Law Group, PL is a dedicated personal injury law firm committed to providing expert legal representation for victims of negligence in various injury cases, including car accidents, truck accidents, and wrongful death. With a strong focus on serving the Hispanic community, the firm prides itself on its extensive experience and proven track record of securing over $500 million in settlements for clients. The attorneys at The Ward Law Group emphasize client-focused representation, ensuring each client receives personalized attention throughout the legal process.

📋 Description

• Serve as a central point of contact for client inquiries throughout the legal case journey • Assist clients professionally and empathetically through inbound and outbound calls and approved communication channels • Conduct welcome, courtesy, and proactive follow-up calls • Provide accurate case-status information, process explanations, and FAQ responses using approved procedures and case information • Resolve inquiries and concerns during the initial interaction whenever within Client Experience Representative authority • 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 concerns and assigned tasks to ensure timely responses and clear communication • Support client-experience workflows including low-sentiment calls, voicemail follow-up, and courtesy-call outreach • Protect client confidentiality and maintain professional communication • Participate in training, coaching, and updates to firm processes and case-stage workflows • 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 • Full-time availability required for a 40-hour workweek with two days off • 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 • Contractors must supply their own equipment and workspace • Computer meeting specified Windows 11 or macOS 14+, processor, RAM, and SSD requirements • Internet with at least 30 Mbps download and 15 Mbps upload, latency under 100 ms, and a private password-protected network • USB noise-cancelling headset with microphone • Webcam capable of clear video • Full-disk encryption, automatic security updates, screen lock, and active endpoint protection software • Applicant data must be stored only in firm-designated systems • Must not provide unauthorized legal advice or make commitments outside approved procedures

🏖️ Benefits

• Remote work • Full-time schedule with two days off • No paid time off, healthcare, retirement, or other employee benefits are provided • Contractors supply their own equipment, software, internet connection, and workspace • Professional development through Train the Trainer sessions, department discovery training, coaching, and ongoing process updates