Client Experience Specialist

3 weeks ago

West Palm Beach, United States Law Offices of Craig Goldenfarb PA Full time

Job Type

Full-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 a skilled and motivated professionals to join our Family

Position Summary:

As a 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 a 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 interaction 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.

Key Responsibilities:

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

Compensation & Benefits:
  • Competitive hourly rate based on experience.
  • Medical, Dental & Vision
  • Group Life Insurance and Accidental Death & Disability
  • Short Term and Long Term Disability
  • Employee Assistance Program (EAP)
  • 401K with company matching
  • 3 weeks paid time off (PTO)
  • 10 paid holidays
Requirements

Job Requirements
  • High School or equivalent
  • Optional of 2 years' experience of customer service or call center professional.
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 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 a plus.
  • Some knowledge of Outlook, Microsoft365, Filevine, Lead Docket, and RingCentral
  • Bi-Lingual (English Spanish) a plus

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