Bilingual Customer Service Representative

Job Description

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.

Benefits :

401(k)

Dental insurance

Health insurance

Vision insurance

Life insurance

Paid time off