Client Experience Representative (Remote)

About the role

The Client Experience Representative (CER) is a virtual assistant working as an independent contractor for The Ward Law Group, a personal injury law firm. The CER acts as a central point of contact for client inquiries, gives timely case information within approved guidelines, resolves concerns during the first interaction whenever possible, and coordinates with case teams on follow-up and escalation. The role is full-time, 40 hours a week with two days off, and the preferred schedule is Monday to Friday, 9:00 AM to 5:30 PM EST.

Key responsibilities

• Assist clients professionally and warmly through inbound and outbound calls and other approved communication channels.
• Make welcome, courtesy and proactive follow-up calls according to case stage, client needs and contact timelines.
• Provide accurate case-status information and answers to FAQs using approved SOPs, training materials and authorized case information.
• Aim for First Contact Resolution and use de-escalation techniques and escalation protocols for urgent matters and repeat contacts.
• Coordinate with case owners, specialists, POD leaders and managers on matters needing legal judgment or case decisions.
• Document interactions, updates, follow-ups and escalations in Litify and other approved systems, and follow up on open concerns.
• Support client-experience workflows such as low-sentiment calls, voicemail follow-up and courtesy-call outreach.
• Protect client confidentiality and avoid giving unauthorized legal advice or making commitments outside approved procedures.
• Take part in train-the-trainer sessions, discovery training, coaching and process updates, and help identify recurring client concerns and process improvements.

Required profile

• Professional fluency in English and Spanish, with strong written and verbal communication.
• Availability of at least 30 hours per week.
• Previous customer service experience required; call center, client relations or administrative experience preferred.
• Prior law firm or legal industry experience is preferred but not required.
• Own equipment, software, internet connection and workspace.

Required skills

• Strong communication, active listening, empathy, organization and problem-solving.
• Ability to manage multiple client requests, document accurately and follow escalation procedures.
• Comfort with case-management systems and learning new workflows; CRM or case management tools such as Litify, Filevine, SmartAdvocate or Clio are mentioned.

This is an independent contractor engagement with no paid time off, healthcare, retirement or other employee benefits.