Client Experience Representative

🔥 15 minutes ago

🇲🇽 Mexico – Remote

💵 $1.2k - $1.5k / month

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

✨ Representative

👻 Ghost score 18%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 21 days.

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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

• 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 • Work toward First Contact Resolution by addressing 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, including 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 updates to firm processes and case-stage workflows • Collaborate with team members and leadership to identify recurring client concerns and improve communication and processes

🎯 Requirements

• Professional fluency in both English and Spanish, including strong written and verbal communication skills, is required • Availability to work at least 30 hours per week • Previous customer service experience required • 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 • Prior law firm or legal industry experience is preferred but not required • Call center, client relations, or administrative experience preferred • Experience with CRM or case management systems such as Litify, Filevine, SmartAdvocate, or Clio • Must supply own equipment, software, internet connection, and workspace • This is an independent contractor engagement, not employment

🏖️ Benefits

• No paid time off, healthcare, retirement, or other employee benefits are provided • You will supply your own equipment, software, internet connection, and workspace

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