Client Service Agent

Client Experience Agent

Berry Law is on a mission to protect the constitutional rights of Americans and help Veterans get the benefits they deserve. With over 240 years of combined legal experience, our award-winning attorneys represent clients in all 50 states. We've won thousands of cases and secured hundreds of millions of dollars for Veterans and their families.

Position Summary

The Client Experience Agent creates the first impression and is the first point of contact for Veterans and their families seeking help. This role is critical in providing a welcoming, empathetic, and solution-oriented experience that reflects Berry Law's commitment to delivering best-in-class service. In addition to client engagement and intake support, select Client Experience Agents may be asked to assist with accounts receivable (AR) follow-up, including outreach to clients with outstanding balances and processing of payments always handled with the same professionalism and empathy that defines the Berry Law client experience.

Primary Responsibilities

Client Engagement & Experience

• Engage with potential and existing clients via inbound and outbound phone calls, text, and email with professionalism and empathy
• Listen actively to client concerns and build genuine rapport at every touchpoint
• Help clients understand how Berry Law can support them delivering clarity, reassurance, and trust throughout their journey
• Maintain accurate records and client notes in the CRM to ensure continuity and a seamless experience
• Collaborate closely with teammates to elevate the client journey and deliver "white-glove" service
• Consistently meet or exceed team goals related to service quality, responsiveness, and conversions
• Route calls appropriately to the correct team members or departments

Accounts Receivable Support (select agents may be assigned)

• Execute systematic follow-up communications (calls, emails, texts) with clients who have outstanding balances
• Accept payments via debit/credit card and establish eCheck payment plans when clients are unable to pay in full
• Use empathy and assertiveness to resolve outstanding accounts while preserving the client relationship
• Document all AR-related client interactions accurately in the case management system
• Manage AR items by updating statuses, completing activity checkboxes, and creating follow-up tasks
• Apply sound judgment to identify when to escalate disputes or payment issues versus resolve independently

Required Skills & Abilities

• Communication: Professional phone and written communication skills; ability to handle both client service and sensitive financial conversations with empathy and confidence
• Emotional Intelligence: High EQ with the ability to remain calm, compassionate, and solution-focused under pressure
• Systems Proficiency: Comfortable navigating multiple platforms including CRM and case management systems
• Attention to Detail: Accurate documentation and data entry; ability to follow structured procedures precisely
• Problem-Solving: Sound judgment to identify when to escalate vs. resolve independently
• Adaptability: Ability to shift between client engagement and AR responsibilities as needed
• A naturally curious mindset and drive to ask meaningful questions
• Self-starter who thrives in both team and independent environments
• Ability to maintain confidentiality and handle sensitive information with discretion

Experience & Professional Qualifications

• High school diploma required
• Background in sales, customer service, or a fast-paced competitive field (sports, academics, or work experience)
• A positive, coachable attitude and a hunger to learn and grow
• Preferred: Military member, Veteran, or family member of someone who has served

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Ability to communicate with clients via phone, email, text, and possibly in person

Organizational Values

Integrity | Commitment | Accountability | Warrior Ethos | Leads by Example

Why Join Berry Law?

• Personalized onboarding, ongoing coaching, and mentorship
• Weekly, monthly, and annual recognition programs
• Financial incentives, bonus structures, and growth opportunities
• Award-winning culture committed to excellence and mission
• Recognized by Inc. Magazine, Law Firm 500, Department of Labor, and more
• Training provided

Make an impact every day. Join us in honoring service with service.

Berry Law is an equal opportunity employer.