Client Experience Representative

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

📋 Description

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

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

• Deliver precise case status updates, explain processes, and respond to FAQs by utilizing approved SOPs, training resources, and authorized case data.

• Strive for First Contact Resolution by addressing inquiries and concerns during the first interaction when within CER authority.

• Listen with empathy to identify customer dissatisfaction, implement de-escalation strategies, and adhere to protocols for urgent issues, repeated 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 authorized systems.

• Follow up on unresolved client issues and assigned tasks to guarantee timely responses and effective communication.

• Support client-experience workflows, including managing low-sentiment calls, following up on voicemails, and conducting courtesy-call outreach.

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

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

• Work collaboratively with team members and leadership to identify recurring client issues and opportunities for process enhancement.

⛳️ Requirements

• A professional level of fluency in both English and Spanish, including strong writing and speaking skills, is a must.

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

• Previous experience in customer service is essential.

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

• Preferred background in call centers, client relations, or administrative roles.

• Strong abilities in communication, active listening, empathy, organization, and problem-solving are required.

• Capability to manage multiple client requests, accurately document information, and follow prescribed escalation procedures is necessary.

• Comfort with using case management systems and an eagerness to learn new technologies and departmental workflows.

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

• Experience as a virtual assistant supporting U.S. businesses is a plus.

🏝️ Benefits

• Paid time off, healthcare, retirement, and other employee benefits are not provided.

• Contractors must provide their own equipment, software, internet connection, and workspace.

• Full-time commitment with a 40-hour workweek and two days off.

• One weekend day may be required based on business needs.