Note: The job is a remote job and is open to candidates in USA. Blessinger Legal PLLC is a customer-focused legal firm seeking a Customer Experience Representative to serve as the first point of contact for clients. This role involves managing inquiries across multiple channels, maintaining client records, and ensuring high levels of client satisfaction through professional support.
Responsibilities
- Ensure a positive, professional, and efficient client service experience
- Manage client inquiries via phone, email, chat, SMS, and social media
- Handle inbound and outbound calls; log and classify calls (e.g., transfer, inquiry, follow-up)
- Address client concerns and escalate complex issues to the appropriate department
- Provide accurate information about services and general assistance
- Proactively follow up with clients on ongoing cases or requests
- Maintain and update client records and documentation
- Identify potential service issues and initiate proactive solutions
- Stay updated on company policies, procedures, and service trends
- Recommend improvements based on client feedback
- Perform administrative or support tasks during low call volume (e.g., contacting attorneys regarding cases)
- Handle multiple calls when needed (typically up to 3 simultaneously)
- Maintain strong call handling efficiency (AHT awareness)
Skills
- At least 1 year experience as a receptionist in a US-based company
- Prior experience in customer service and/or calling roles
- Strong English and Spanish communication skills (verbal and written)
- Experience handling inbound and outbound calls
- Familiarity with logging calls and categorizing interactions
- Proficiency in Microsoft Office and Google Workspace
- Ability to multitask and manage multiple client interactions simultaneously
- Strong problem-solving and interpersonal skills
- Ability to work proactively and independently
- Previous experience as a customer service representative
- Fluency in English and Spanish
- Familiarity with INSZoom or Docketwise
Company Overview
Immigration law firm located in Northern Virginia. It was founded in 2012, and is headquartered in Falls Church, Virginia, USA, with a workforce of 11-50 employees. Its website is https://blessingerlegal.com/.