Representative

• 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

Explore Client Experience Representative at The Ward Law Group, PL. Review requirements and application details.