Client Experience Representative

This is a fully remote position, open to applicants in Honduras.

📋 Description

• Provide warm and professional assistance to clients through inbound and outbound calls, as well as approved communication channels.

• Perform welcome, courtesy, and proactive follow-up calls tailored to the case stage and client requirements.

• Offer precise case-status updates, explanations of processes, and answers in accordance with approved SOPs and authorized case information.

• Address inquiries and concerns during the initial contact, as long as they fall within CER authority.

• Actively listen with empathy, recognize dissatisfaction, utilize de-escalation techniques, and adhere to urgent-matter and escalation protocols.

• Collaborate with case owners, specialists, POD leaders, and managers when legal judgment or departmental action is necessary.

• Record client interactions, updates requested, follow-up commitments, and escalations in Litify and other sanctioned systems.

• Follow up on outstanding concerns and assigned tasks to ensure timely responses and effective communication.

• Assist with client-experience workflows, which include low-sentiment calls, voicemail follow-ups, and courtesy-call outreach.

• Safeguard client confidentiality and refrain from providing unauthorized legal advice or commitments.

• Engage in Train the Trainer sessions, department discovery training, coaching, and updates on processes.

• Work alongside team members and leadership to identify recurring issues and enhance communication and processes.

⛳️ Requirements

• Professional fluency in both English and Spanish, with robust written and verbal communication skills.

• Availability to work a minimum of 30 hours per week.

• Prior customer service experience is mandatory.

• Experience in a law firm or the legal industry is preferred but not essential.

• Background in call centers, client relations, or administrative roles is advantageous.

• Excellent communication, active listening, empathy, organizational, and problem-solving abilities.

• Capability to manage multiple client requests, accurately document information, and adhere to established escalation procedures.

• Comfort with using case-management systems and the ability to learn new technology and departmental workflows.

• Familiarity with CRM or case management systems such as Litify, Filevine, SmartAdvocate, or Clio is beneficial.

• Must provide personal equipment, software, internet access, and workspace.

• Full-time availability for a 40-hour workweek is required.

🏝️ Benefits

• No paid time off, healthcare, retirement, or other employee benefits are available.

• Engagement as an independent contractor.

• Flexible scheduling that may allow for two days off and potentially one weekend day.