Client Experience Representative

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

📋 Description

• Provide professional and friendly assistance to clients through inbound and outbound calls and approved communication channels.

• Execute welcome, courtesy, and proactive follow-up calls according to case stages, client requirements, and contact schedules.

• Deliver precise case-status updates, process clarifications, and answers to FAQs utilizing approved SOPs, training materials, and authorized case details.

• Aim for First Contact Resolution by addressing inquiries and issues during the first interaction when within CER's authority.

• Listen with empathy, recognize dissatisfaction, utilize de-escalation techniques, and adhere to protocols for urgent matters, repeat contacts, and escalations.

• Collaborate with case owners, specialists, POD leaders, and managers when legal judgment, case decisions, or departmental actions are necessary.

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

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

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

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

• Engage in Train the Trainer sessions, departmental discovery training, coaching, and updates to firm processes and case-stage workflows.

• Work collaboratively with colleagues and leadership to identify recurring client issues and enhance communication and processes.

⛳️ Requirements

• Professional fluency in both English and Spanish, with strong written and verbal communication skills, is essential.

• Must be available to work a minimum of 30 hours per week.

• Previous customer service experience is required.

• Strong skills in communication, active listening, empathy, organization, and problem-solving are necessary.

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

• Comfortable using case management systems and learning new technologies and departmental workflows.

• Previous experience in a law firm or legal industry is preferred but not mandatory.

• Experience in call centers, client relations, or administrative roles is preferred.

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

• Must provide your own equipment, software, internet connection, and workspace.

• This position is an independent contractor engagement, not employment.

🏝️ Benefits

• There are no paid time off, healthcare, retirement, or other employee benefits offered.

• You will need to supply your own equipment, software, internet connection, and workspace.