Bilingual (English/Spanish) Client Support Representative

Bilingual (English/Spanish) Client Support Representative

The Client Support Representative plays a critical role in delivering an exceptional client experience by serving as the first point of contact for clients, vendors, and visitors both in person and over the phone. This position is responsible for ensuring professional, responsive, and welcoming interactions while supporting front office operations, call management, client communication, and administrative functions.

The Client Support Representative serves as a key resource for clients and internal team members by managing incoming communications, maintaining accurate documentation, coordinating visitor experiences, and ensuring efficient front desk operations. This role requires strong customer service skills, professionalism, attention to detail, and the ability to multitask in a fast-paced environment.

The ideal candidate is client-focused, outgoing, highly organized, and comfortable managing a high volume of calls, visitors, and administrative responsibilities while maintaining exceptional service standards and professionalism.

Key Responsibilities:

• Client Experience & Front Desk Operations
  • Serve as the first point of contact for clients, vendors, and visitors entering the office
  • Greet clients and visitors in a professional, welcoming, and courteous manner
  • Ensure clients feel comfortable, informed, and supported during their visit
  • Maintain a positive and professional office environment that reflects the firm's service standards
  • Conduct client feedback and exit interactions as assigned to support continuous service improvement
  • Maintain accurate visitor logs and document client and vendor interactions within the case management system
• Call Management & Client Communication
  • Answer, screen, and route incoming calls through a multi-line phone system
  • Manage a high volume of incoming calls while maintaining professionalism and responsiveness
  • Provide callers with accurate information and direct inquiries to the appropriate department or team member
  • Respond to client inquiries and service-related concerns in a timely and professional manner
  • Assist with resolving client concerns and escalating matters when appropriate
  • Maintain accurate documentation of phone calls, messages, and client communications within the case management system
• Administrative Support & Office Coordination
  • Upload and process incoming documents, faxes, returned mail, and other correspondence within the case management system
  • Receive and distribute deliveries, mail, and packages to the appropriate team members
  • Assist with administrative and clerical tasks including copying, scanning, filing, faxing, and document organization
  • Support conference room scheduling and office coordination needs as assigned
  • Maintain accurate records and ensure administrative tasks are completed in a timely manner
• Office Presentation & Hospitality
  • Maintain organization and cleanliness of the reception area, lobby, conference rooms, and common areas
  • Ensure beverage stations and hospitality areas remain stocked and presentable
  • Assist with providing refreshments and hospitality services for clients, vendors, and visitors
  • Monitor office supplies and notify management of restocking needs
  • Support the overall presentation and professionalism of the office environment

Work Environment:

• Fast-paced, client-service focused personal injury law firm environment
• Collaborative team setting with strong accountability and communication expectations
• Requires the ability to multitask, prioritize responsibilities, and manage a high volume of calls and visitor interactions
• Front-facing role requiring professionalism, responsiveness, organization, and attention to detail
• Requires consistent interaction with clients, vendors, visitors, and internal team members

Qualifications:

• Previous experience in Customer Service, Reception, Front Desk, Client Relations, or Administrative Support preferred
• Experience handling high-volume phone communications and client interactions
• Strong customer service and interpersonal communication skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to remain professional and composed while handling client concerns
• Proficiency with computers, Microsoft Office, and case management software
• Reliable attendance, professionalism, and accountability
• Fluency in both English and Spanish

Preferred Qualifications:

• Experience working within a Plaintiff Personal Injury law firm
• Experience using Litify (Salesforce) or other legal case management systems
• Experience in a receptionist, client support, or customer service-focused role

Additional Information:

• Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off. You will accrue a total of 3.08 hours per pay period for a total of two (2) weeks per year.
• Health Benefits: All employees who work 30 hours per week and above will be eligible for benefits starting on the 1st day of the month following their start date. The firm covers a fixed amount which typically covers 40 - 65% of the employee premium, depending on the selected plan. The medical insurance plans include options for national coverage and free mental health services. There are also dental plans (with unlimited coverage) and vision plans to choose from at the employee's expense.
• Disability Benefits: All employees who work 30 hours per week will have Short-term and Long-term Disability benefits, paid for by the firm.
• Life Insurance: For all employees who work 30 hours per week and above, the firm provides 1X earnings life insurance coverage paid for by the firm. In addition, you will receive a Firm paid accidental death and dismemberment benefit that matches your life insurance coverage.
• Supplemental insurance options include Critical Illness, Accident, Cancer, Hospital Confinement Indemnity insurance, Term Life insurance, and Whole life insurance
• Retirement: All employees who work 30 hours per week and above qualify for the 401(K) plan. After the employee completes one year of service, the firm will match 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting.

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.