Client Experience Representative

The Ward Law Group, PL

. Assist clients professionally and warmly through inbound and outbound calls and approved communication channels .

Posted 11/10/2026contractRemote • NicaraguaMid-LevelSenior💰 $1,200 - $1,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates professional fluency in English and Spanish, with strong communication and active listening skills. Proficient in managing client interactions, utilizing case management systems, and following established protocols for client support and escalation.

Highest-signal resume keywords

Professional Fluency In English And SpanishCustomer Service ExperienceExperience With CRM Or Case Management SystemsStrong Communication SkillsProblem-Solving Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Case ManagementDocumentation AccuracyEscalation ProceduresClient Interaction ManagementFollow-Up Coordination

Soft Skills

EmpathyActive ListeningOrganizationDe-Escalation Techniques

Tools & Technologies

LitifyFilevineSmartAdvocateClio

Industry Keywords

Legal Industry ExperienceCall Center ExperienceClient RelationsVirtual Assistant Experience

About the role

Key responsibilities & impact

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 responses 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 process improvements

Requirements

What you’ll need

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
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
Virtual assistant experience supporting U.S. businesses

Benefits

Comp & perks

No paid time off, healthcare, retirement, or other employee benefits are provided
Contractor supplies their own equipment, software, internet connection, and workspace
Full-time availability with a 40-hour workweek and two days off
One weekend day may be included depending on business needs