Client Experience Specialist Part-Time

Description

At GOLDLAW, a personal injury law firm, we believe the happiness, health and engagement of our employees directly contributes towards the customer service of our clients. GOLDLAW is a leading personal injury firm. We provide exceptional legal services and achieve favorable outcomes for our clients. Our commitment is to prioritize our employees while we work diligently, to grow the organization and enjoy life, given our benefit plans and competitive compensation. We are currently seeking skilled and motivated professionals to join our team! 

POSITION SUMMARY:

As a Part-Time Client Experience Specialist, you are the first impression of our law firm to prospective clients seeking legal assistance after experiencing injury or loss. Your daily focus is helping those injured through no fault of their own or those who lost a loved one in a tragic incident obtain legal representation. Your role is to provide compassionate and supportive experience for prospective clients, guiding them through the process of obtaining legal representation. You play a crucial role in bridging the gap between the client and GOLDLAW to ensure exceptional service and experience, which includes all interactions the client has with the firm.

You must have a sense of urgency to quickly respond to inquiries, and you should demonstrate compassion and patience with prospective clients who don’t understand their legal rights, how personal injury claims work, or how to get medical treatment.

We are looking to fill two shifts: 

• Shift #1: Work hours: Monday – Friday from 5:00 PM – 10:00 PM
• Shift #2: Saturday and Sunday from 8:00 AM – 10:00 PM

THIS IS PART-TIME REMOTE WORK.

Requirements

KEY RESPONSIBILITIES:

• Engage with prospective clients across various channels, including phone, email, and our website, to foster brand loyalty and positive experiences.
• Conduct initial interviews to understand clients’ cases, demonstrating active listening and empathy.
• Conducting basic research to investigate whether prospective clients’ claims have merit.
• Evaluating prospective clients’ claims to determine whether they’re in line with the areas of practice and experience of the firm.
• Scheduling initial consultation appointments with attorneys for potential clients.
• Onboarding new clients by filling out the necessary paperwork and putting together initial case files.
• Entering client information into computer systems.

CORE COMPETENCIES:

• Customer service skills to make prospective clients feel welcome.
• High-level listening skills to gain a thorough understanding of claims.
• Demonstrated interviewing skills to know which questions to ask to gather more information.
• Strong written and oral communication skills to explain the next steps and compose client profiles for attorneys.
• Basic understanding of various legal specialties to evaluate the suitability of your firm and recommend other firms as needed.
• Organizational skills to keep track of prospective clients’ contact and case information.
• Multitasking ability to move quickly from one inquiry to another.
• Call Center experience is a plus.
• Some knowledge of Outlook, Microsoft 365, Filevine, Lead Docket, and RingCentral.
• Bi-lingual (English Spanish) is a plus.

WORK ENVIRONMENT:

This job operates in a professional office setting as well as working out in the field with the public at events. This role routinely uses standard office equipment. Manual dexterity, physical mobility, and some physical strength/stamina.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to successfully complete most office tasks that require any physicality, which is limited in this position. 

GOLDLAW is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.