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The Client Experience Representative (CER) plays a key role in delivering a proactive, empathetic, and consistent client experience throughout the legal case journey. The CER serves as a central point of contact for client inquiries, provides timely case information within approved guidelines, resolves concerns whenever possible during the first interaction, and coordinates with case teams to ensure appropriate follow-up and escalation. This role supports client satisfaction while allowing production departments to focus on advancing cases.
This is a Virtual Assistant position as an independent contractor. Paid time off and healthcare benefits are not provided.
Full-time availability is required for a 40-hour workweek with two days off. Depending on business needs, one weekend day may be included in your schedule.
Preferred Schedule Time: Monday - Friday 9:00 AM EST - 5:30 PM EST
Responsibilities
Professionally and warmly assist clients through inbound and outbound calls and other approved communication channels.
Conduct welcome, courtesy, and proactive follow-up calls based on case stage, client needs, and established contact timelines.
Provide accurate case-status information, process explanations, and answers to frequently asked questions using approved department SOPs, training materials, and authorized case information.
Work toward First Contact Resolution (FCR) by addressing inquiries and concerns during the initial interaction whenever the matter is within CER authority.
Listen empathetically, identify client dissatisfaction, apply de-escalation techniques, and follow established protocols for urgent matters, repeat contacts, and escalations.
Coordinate with assigned case owners, specialists, POD leaders, and managers when a question requires legal judgment, a case decision, or department-specific action.
Accurately document client interactions, requested updates, follow-up commitments, and escalations in Litify and other approved systems.
Follow up on open client concerns and assigned tasks to help ensure timely responses and clear communication.
Assist with client-experience workflows, including low-sentiment calls, voicemail follow-up, and courtesy-call outreach as assigned.
Protect client confidentiality, maintain professional communication, and avoid providing unauthorized legal advice or making commitments outside approved procedures.
Participate in Train the Trainer sessions, department discovery training, coaching, and ongoing updates to firm processes and case-stage workflows.
Collaborate with team members and leadership to identify recurring client concerns, opportunities to improve communication, and process improvements.
Professional fluency in both English and Spanish, including strong written and verbal communication skills, is required for this role.
Availability to work at least 30 hours per week Prior law firm or legal industry experience is preferred but not required.
Previous customer service experience required; call center, client relations, or administrative experience preferred.
Strong communication, active listening, empathy, organization, and problem-solving skills.
Ability to manage multiple client requests, document information accurately, and follow established escalation procedures.
Comfort using case-management systems and learning new technology and department workflows.
Virtual assistant roles supporting U.S. businesses
CRM or case management systems (Litify, Filevine, SmartAdvocate, Clio, etc.)
Technical Requirements
Contractors supply their own equipment and workspace. Your setup must meet these minimums:
Computer — capable of running a browser-based ATS, video conferencing, and a softphone simultaneously without degradation:
Windows: Windows 11, Intel i5 (8th generation or newer) or equivalent, 16 GB RAM, 256 GB SSD Mac: macOS 14 (Sonoma) or newer, Apple Silicon or Intel i5, 16 GB RAM, 256 GB SSD The device must be used solely by you — not shared with family or household members
Internet — wired Ethernet preferred, 5 GHz Wi-Fi acceptable:
30 Mbps download / 15 Mbps upload minimum Latency under 100 ms Private, password-protected network. Public Wi-Fi is not permitted for this work.
Peripherals USB noise-cancelling headset with microphone Webcam capable of clear video for scheduled calls Security — required for handling confidential applicant information:
Full-disk encryption enabled (BitLocker or FileVault) Automatic security updates enabled for operating system and browser Screen lock after no more than 10 minutes idle Active endpoint protection software Applicant data stored only in firm-designated systems — never on personal cloud storage or local drives Additional Information
Contractor Terms
This is an independent contractor engagement, not employment.
No paid time off, healthcare, retirement, or other employee benefits are provided.
You will supply your own equipment, software, internet connection, and workspace.
The Ward Law Group does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.
The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group . No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.
Join an Award-Winning Personal Injury Law Firm
At The Ward Law Group , our mission is simple:
Changing Lives. One Client at a Time
Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.
We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.
Our Core Values
Faith – We act with integrity, honesty, and purpose in everything we do.
Accountability – We take ownership of our work, our commitments, and the results we deliver.
Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.
Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.
Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.
Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.
Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.
If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.
