Client Experience Representative (Remote)

About the role

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

Key responsibilities

• Assist clients professionally and warmly by inbound and outbound calls and other approved communication channels, with welcome, courtesy and proactive follow-up calls based on case stage and client needs.
• Provide accurate case-status information, process explanations and answers to FAQs using approved SOPs, training materials and authorized case information.
• Aim for First Contact Resolution, listen empathetically, use de-escalation techniques and follow protocols for urgent matters, repeat contacts and escalations.
• Coordinate with case owners, specialists, POD leaders and managers when a question needs legal judgment or a case decision.
• Document interactions, updates, follow-ups and escalations in Litify and other approved systems, and follow up on open concerns and tasks.
• Help with workflows such as low-sentiment calls, voicemail follow-up and courtesy-call outreach, and protect client confidentiality while avoiding unauthorized legal advice.
• 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 preferred but not required.

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 (Litify, Filevine, SmartAdvocate, Clio, etc.).

This is an independent contractor engagement with no paid time off, healthcare, retirement or other employee benefits. The contractor supplies their own equipment, software, internet and workspace.