COMPANY OVERVIEW

The Morgan Law Group is a national law firm handling property damage insurance claims, personal injury matters, and business litigation disputes. With over 25 years of experience, we provide our clients with real- world advice, experience, and knowledge, while attaining the most positive result. The Morgan Law Group takes pride in understanding our client’s concerns and delivering the most effective legal representation in a timely and professional manner.
We believe that our employees are our greatest asset and have worked diligently to create a professional, diverse work environment that not only challenges our attorneys and staff to perform at the highest levels but allows them to develop their careers to the fullest.

SUMMARY

The Morgan Law Group is searching for a dedicated, Client Services Representative. You will be the first point of contact for clients and vendors, ensuring an exceptional experience through professional, empathetic, and efficient service. You will service all caller inquiries, manage client communications, and collaborate with various departments to ensure smooth service delivery. Your role is crucial in maintaining positive client relationships and supporting the administrative functions that help our firm thrive while maintaining the professionalism expected in a legal environment.
To succeed as a Client Services Representative, the candidate should be focused on helping the center team build necessary skills & knowledge to better support our callers. The candidate will be expected to:

REQUIREMENTS

• Outstanding communication, interpersonal and relationship building skills, with a high degree of responsiveness and integrity.
• Good judgement with the ability to make timely and sound decisions.
• Creative, flexible, and innovative team player.
• Must be flexible to working late shift & weekends if needed.
• Excellent verbal and written communication skills, with the ability to interact professionally with clients, attorneys, and staff.
• Ability to work in fast paced dynamic environment.
• Versatility, flexibility & a willingness to work within constantly changing priorities with enthusiasm.
• Ability to handle sensitive information with discretion & respect for confidentiality and legal ethics.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with case management software or CRM systems is a plus.
• Previous experience in client-facing roles, particularly in legal, administrative, or customer service environments, is a plus.
• Strong organizational abilities and attention to detail with the capacity to manage multiple tasks simultaneously.
• Ability to address client concerns and resolve issues with empathy and professionalism.

• Act as the primary point of contact for clients, handling phone calls, emails, and SMS communications in a professional and courteous manner.
• Address client concerns and escalate issues to appropriate legal professionals or management when necessary.
• Assist in the onboarding process for new clients, gathering necessary documentation and ensuring clients have all required information about their cases.
• Provide clients with clear instructions on how to proceed with their cases or legal matters, outlining the Client Journey whenever possible.
• Accurately maintain client records, case files, and relevant documentation in the firm’s database and ensure all information is up-to-date and confidential.
• Summarize all client & vendor interactions in the firms CRM.
• Track and follow up on case-related tasks, deadlines, and milestones, ensuring clients are informed of progress.
• Tactfully engages irate or dissatisfied callers, working toward a positive resolution.
• Work with Firm employees to support CSR’s & maximize customer satisfaction.
• Follow Standard Operating Procedures (SOP’s) and training documentation to support center initiatives.
• Provide clients with regular updates on case progress & status, ensuring they are informed and supported throughout their legal journey.
• Assist with basic administrative questions.
• Provide administrative assistance to attorneys and paralegals as needed, requesting needed documents, or supporting material to facilitate the support of their case.
• Remind clients of upcoming appointments, following up as needed.
• Ensure a high level of client satisfaction by addressing concerns promptly and escalating issues to the appropriate parties as needed.
• Serve as the first point of contact for clients, handling inquiries via phone, email, or in-person.
• Provide clients with updates on case statuses, respond to inquiries about legal processes, and assist with basic administrative questions.
• Manage and resolve client complaints in a timely and professional manner.
• Work collaboratively with attorneys and other staff to find resolutions to client issues, ensuring a high level of service.
• Gain a basic understanding of legal procedures to better assist clients and direct inquiries to the appropriate legal team members.
• Proactively take ownership of client inquiries, address client concerns or complaints with a professional, solution-oriented approach to resolve issues quickly and effectively.
• Foster positive relationships with clients, proactively reaching out to ensure satisfaction with services provided.
• Address concerns promptly, seeking solutions that enhance client trust and satisfaction.