Job Description
Description
We are a prominent and growing Personal Injury Law Firm in Newport Beach and are seeking a Bilingual Customer Service Representative to join our team. The ideal candidate will have a strong background in personal injury, excellent communication skills, a strong sense of empathy, and the ability to navigate sensitive situations with professionalism. This role is essential in maintaining positive client relationships and upholding our commitment to client satisfaction.
Responsibilities:· Manage and respond to client inquiries via phone, email, and other communication channels.
· Assist with client surveys and review request responses via Birdseye and Litify integration.
· Effectively manage and resolve client complaints, concerns, or issues in a professional and timely manner.
· Collaborate with internal legal staff to ensure accurate and timely communication with clients.
· Maintain detailed records of client interactions and communications.
· Conduct follow-up calls to ensure client satisfaction and gather feedback.
· Assist with monitoring client contact between departments as the case progresses.
· Maintain a comprehensive understanding of the firm’s services, processes, and ongoing cases to assist clients effectively.
· Stay informed about relevant legal processes and procedures to provide accurate information to clients.
Qualifications:· High school diploma required; a Bachelor's degree preferred.
· Previous customer service experience required, preferably in a personal injury law firm setting.
· A strong understanding of PI legal processes is preferred.
· Excellent communication skills, both verbal and written.
· Proven ability to solve problems effectively, especially in high stress situations.
· Strong interpersonal skills and the ability to interact with clients in a compassionate and understanding manner.
· Detail-oriented with strong organizational and multitasking abilities.
· Commitment to maintaining confidentiality and handling sensitive information with discretion.
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