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 • ColombiaMid-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 written and verbal communication skills. Proficient in managing client interactions, utilizing case-management systems, and applying problem-solving techniques to enhance client experience.

Highest-signal resume keywords

Professional Fluency In English And SpanishCustomer Service ExperienceExperience With CRM Or Case-Management SystemsStrong Communication SkillsActive Listening

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Case-Management SystemsDocumentation AccuracyEscalation ProceduresClient Interaction ManagementProblem-Solving

Soft Skills

EmpathyOrganizationActive ListeningCommunication

Tools & Technologies

LitifyFilevineSmartAdvocateClio

Industry Keywords

Legal Industry ExperienceCall Center ExperienceClient RelationsAdministrative 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 answers to frequently asked questions using approved procedures and case information
Resolve inquiries and concerns during the initial interaction whenever 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 ongoing process updates
Collaborate with team members and leadership to identify recurring concerns and improve communication and processes

Requirements

What you’ll need

Professional fluency in both English and Spanish, including strong written and verbal communication skills
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
Experience with CRM or case-management systems such as Litify, Filevine, SmartAdvocate, or Clio
Prior law firm or legal industry experience preferred but not required
Call center, client relations, or administrative experience preferred
Must supply own equipment, software, internet connection, and workspace

Benefits

Comp & perks

No paid time off, healthcare, retirement, or other employee benefits are provided
Independent contractor engagement
Flexible schedule with two days off for a 40-hour workweek
Professional training, coaching, and ongoing process updates