Client Experience Representative

• 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

• 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

• 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