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 remotely. 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-hour week, two days off, with a possible weekend day depending on business needs) and requires availability 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 based on case stage, client needs and contact timelines.
• 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 and use de-escalation techniques and escalation protocols for urgent matters and repeat contacts.
• 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.
• Help with 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 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, not employment. No paid time off, healthcare, retirement or other employee benefits are provided, and the contractor supplies their own equipment, software, internet and workspace.