Bilingual Client Relations Specialist - Houston (347/o)

National, award winning plaintiff litigation firm that represents tens of thousands of clients in personal injury litigation, civil litigation, and mass torts including product liability, dangerous drugs and defective medical products is seeking a Client Relations Specialist to join their team.  

The firm sees clients as real people who are often dealing with very difficult circumstances and need caring and timely assistance with their cases. This role will take charge of that client’s experience and ensure each individual is treated in a way that reflects well on the firm and assures the client that their case is being managed with the utmost professionalism and care for their well-being.  Ideal candidates for the position are individual contributors who focus on creating exemplary customer service experiences while also executing administrative duties with strong attention to detail.  Successful candidates will be bilingual (Spanish) and have call center and/or law firm experience.  This is an onsite full-time role based out of the firm's Houston, Texas office location during normal business hours of 8:30 am – 5:00 pm.

 Duties include:

• Answer inbound calls from clients and welcome in-person guests.
• Schedule calls and meetings
• Provide case status updates to clients and aid as needed with questions or requests for additional support.
• Use the firm’s case management software (Smart Advocate) to look up client case information, update client information, and execute other duties as directed by the supervisor of the team.
• Understand and correctly execute escalation protocol to direct clients to paralegals or attorneys as required.
• Draft and send mass client correspondence using email distribution lists.
• Send mailings and packages as required.
• Assist with the preparation of legal documents.
• Maintain paper and electronic case files.
• Backstop other team members when they are out of the office or need assistance.
• Create a positive and collaborative work environment.

 

Qualifications:

• Must have a High School diploma or GED
• Must have previous customer service experience preferably in a call center setting; law firm experience is a plus
• Must be Bilingual, fluent in English and Spanish
• Must have excellent telephone communication skills, including the ability to articulate professional responses, strong listening skills, de-escalation of problem calls, all while maintaining professional phone etiquette
• Must be empathetic and persuasive with a high degree of emotional intelligence
• Must be an Independent and critical thinker, eager to identify and find creative solutions to client or business issues
• Must have basic proficiency in Microsoft Office suite
• Must have a good speaking voice
• Must be reliable, trustworthy, and drama-free
• Must be hard working and proactive
• Must be team-oriented with ability to work well with others in a collaborative, professional work environment
• Previous experience with case management software is a plus

 

Benefits

• Professional development in the legal industry and opportunities to advance your career.
• Paid time off
• Paid holidays
• Health insurance benefits (medical, dental, vision)
• 401K with employer match