Customer Support Representative

Full Job Description

We are a growing personal injury law firm dedicated to helping accident victims get the justice they deserve. This role does not require previous experience in law and is more focused on client support. The Customer Service Representative is responsible for maintaining consistent communication with existing personal injury clients. This role focuses on client check-ins, case status updates, and gathering ongoing information to support the legal team. The goal is to keep clients informed, engaged, and responsive throughout the life of their case.

Key Responsibilities

• Conduct regular outbound calls to current clients to check in on their case
• Provide case status updates based on internal notes and guidance from the legal team
• Collect updates from clients related to medical treatment, appointments, injuries, and contact information
• Accurately document all conversations and updates in the firm’s case management system
• Ensure clients feel supported and informed throughout the process
• Identify and escalate time-sensitive or important client updates to the appropriate team member
• Coordinate with attorneys, paralegals, and intake staff to ensure smooth case progression
• Follow established call flows, scripts, and internal procedures

Ideal Background

• Experience in a professional setting such as a law firm, medical office, insurance company, or similar environment
• Fluency in English, both spoken and written, is required
• Prior experience in client communication, case coordination, or administrative support
• Strong verbal English communication skills with a calm and empathetic approach
• Highly organized with strong attention to detail
• Comfortable handling frequent phone communication
• Experience working with CRMs or case management systems preferred

Job Responsibilities

Conduct regular outbound calls to current clients to check in on their case

Provide case status updates based on internal notes and guidance from the legal team

Collect updates from clients related to medical treatment, appointments, injuries, and contact information

Accurately document all conversations and updates in the firm’s case management system

Ensure clients feel supported and informed throughout the process

Identify and escalate time-sensitive or important client updates to the appropriate team member

Coordinate with attorneys, paralegals, and intake staff to ensure smooth case progression

Follow established call flows, scripts, and internal procedures

Job Requirements

Job Requirements (English)

Fluency in English, both spoken and written

Strong communication skills with a calm and empathetic approach

Ability to handle frequent phone calls with clients

Attention to detail and ability to accurately document information

Comfortable working in a professional environment and following established procedures

Skills Required

• Customer Support - Intermediate
• Phone Support - Intermediate

Attachments

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