Call Center Specialist

JOB TITLE: Bilingual Client Relations Specialist TEAM: Client Update (Relationship) Team JOB LOCATION: MWPC Headquarters – Houston, Texas REPORTS TO: Supervisor, Client Relations Team Company Summary McDonald Worley, P.C. is a Houston, Texas-based plaintiff law firm founded in 1999. The firm currently represents tens of thousands of clients in personal injury litigation, civil litigation, and mass torts including product liability, dangerous drugs, and defective medical products. Position Summary This position is for an individual contributor who focuses on creating exemplary customer experiences while also executing administrative duties with strong attention to detail. McDonald Worley P.C. sees clients as real people who are often dealing with very difficult circumstances and need caring and timely assistance with their cases. This role will take charge of that client’s experience and ensure each individual is treated in a way that reflects well on the firm and assures the client that their case is being managed with the utmost professionalism and care for their well‑being. Principal Duties and Responsibilities Answer inbound calls from clients and welcome in-person guests. Schedule calls and meetings. Provide case status updates to clients and aid as needed with questions or requests for additional support. Use the firm’s case management software (Smart Advocate) to look up client case information, update client information, and execute other duties as directed by the supervisor of the team. Understand and correctly execute escalation protocol to direct clients to paralegals or attorneys as required. Draft and send mass client correspondence using email distribution lists. Send mailings and packages as required. Assist with the preparation of legal documents. Maintain paper and electronic case files. Backstop other team members when they are out of the office or need assistance. Create a positive and collaborative work environment. Qualifications High School diploma or GED. Excellent telephone communication skills, including the ability to articulate professional responses, strong listening skills, and de‑escalation of problem calls while maintaining professional phone etiquette. Must be empathetic and persuasive with a high degree of emotional intelligence. Must be an independent and critical thinker, eager to identify and find creative solutions to client or business issues. Basic proficiency in Microsoft Office suite. Reliable, trustworthy, and drama‑free. Hard‑working and proactive. Team‑oriented with ability to work well with others in a collaborative, professional work environment. Fluent in English and Spanish. Previous experience with case management software is a plus. Physical Requirements and Work Conditions Regular attendance and availability during normal business hours are required. (8:30 am – 5:00 pm). Ability to work in a normal office environment. Occasionally lift and/or move up to 40 pounds. Professional development in the legal industry and opportunities to advance your career. Paid time off. Paid holidays. 401K with employer match. Job Type: Full-time 401(k) 401(k) matching Health insurance Paid time off Vision insurance Schedule: 8‑hour shift. Monday to Friday. Ability to commute/relocate: Houston, TX 77056: Reliably commute or planning to relocate before starting work (Required). Experience: Customer Support & Client Services Occupations: 1 year (Preferred). #J-18808-Ljbffr McDonald Worley Attorneys at Law