Client Support Representative

POSITION SUMMARY:
The Client Support Representative serves as the first point of contact for clients calling into AVA Law Group. This role is crucial in setting the tone of professionalism and responsiveness. The Representative will ensure that clients are greeted warmly via inbound calls, receive accurate information about their cases, and are kept informed of any updates or changes. 

KEY RESPONSIBILITIES:  

• Answer inbound calls and warmly greet clients, providing a professional first impression. 
• Make outbound calls to clients to update them on case progress or gather additional information as needed. 
• Monitor and respond to client email messages between calls, ensuring timely and professional communication. 
• Provide detailed and accurate information about the client's case, adhering to confidentiality and sensitivity guidelines. 
• Update clients with the latest information or changes regarding their case, ensuring clarity and understanding. 
• Maintain high levels of professionalism and confidentiality at all times. 
• Manage client expectations through exceptional customer service. 
• Document all client interactions in the case management tool, ensuring all information is current and accurate. 
• Collaborate with legal teams to gather and verify case updates and accurate information. 
• Assist in the development and improvement of protocols for client communications. 
• Perform other tasks as required by management, ensuring a flexible approach to various needs.

KEY SKILLS:  

• Demonstrates strong customer service, interpersonal, and verbal communication skills to effectively engage diverse clients, attorneys, court staff, and vendors.  
• Ability to express ideas clearly and effectively in both written and verbal forms, and to actively listen to others. 
• Prioritizes tasks, meets deadlines, and maintains efficiency in handling multiple responsibilities. 
• Maintains the highest level of confidentiality and professionalism when handling sensitive client and case information. 
• Ability to work well with others, contribute to group efforts, and build respectful relationships across diverse teams. 
• Skill in recognizing, understanding, and managing one’s own emotions, as well as empathizing with others to build effective working relationships. 
• Capacity to adjust to new situations, embrace change, and remain productive in dynamic environments. 
• Thinks critically and creatively to analyze issues and implement practical, effective solutions as challenges arise. 
• Looks for ways to improve and takes responsibility for completing tasks reliably and on time. 
• Welcomes new tools, procedures, and changes, and adapts quickly to keep up with evolving work demands. 

MINIMUM QUALIFICATIONS: 

• Must be at least 18 years of age  
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software. 
• Must be able to read, comprehend, and follow written and verbal instructions. 

PHYSICAL REQUIREMENTS: 

• Prolonged periods of sitting. 
• Perform repetitive tasks such as typing and clicking.  
• Must be able to lift and move light items up to 20 pounds at times. 
• Must be able to bend, reach, push, pull, lift, and sit. 

The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

BENEFITS:  

The company offers a comprehensive benefits package including: 

• Medical, dental, and vision. 
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability. 
• Vacation, sick and floating holidays. 
• Employee assistance program. 
• Paid parental leave. 
• 401(k) retirement plan. 

DISCLAIMER:
This is not meant to be an all-inclusive list of duties and responsibilities for this position but constitutes a general definition of the position's scope and function.  

EQUAL OPPORTUNITY EMPLOYER:
We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. 

If you require a reasonable accommodation to complete the application or interview process, please contact us at dl-human-resources@caseopp.com.