Legal Assistant/Customer Service - Personal Injury Firm

Job Description

Job Description

Legal Assistant – Customer Service Representative

Position Summary

We are seeking a professional, compassionate, and highly organized Legal Assistant – Customer Service Representative to serve as the first point of contact for clients throughout the personal injury claims process. This position combines exceptional customer service with legal administrative support to ensure every client receives timely communication, accurate case updates, and a positive experience from intake through settlement.

The ideal candidate is empathetic, detail-oriented, thrives in a fast-paced environment, and has experience working in a law firm or other professional customer service setting.

Key Responsibilities

Client Relations

• Serve as the primary point of contact for clients via phone, email, text, and in-person visits.
• Provide outstanding customer service while maintaining professionalism and empathy.
• Respond promptly to client inquiries regarding case status and next steps.
• Build trust and maintain positive relationships with clients throughout their cases.
• Escalate urgent concerns to attorneys or case managers when appropriate.
• Document all client communications in the case management system.

Legal Administrative Support

• Assist attorneys and case managers with administrative tasks.
• Prepare and send legal correspondence, including:
• • Letters of Representation
  • Medical records requests
  • Insurance correspondence
  • Client forms
  • Appointment confirmations
• Organize electronic and physical client files.
• Ensure all required documentation is received and uploaded accurately.
• Schedule appointments, consultations, and meetings.
• Maintain confidential client records in compliance with HIPAA and firm policies.

Case Support

• Follow up with insurance companies, medical providers, and clients.
• Request medical records and billing statements.
• Track outstanding documents and deadlines.
• Assist with obtaining police reports and other supporting documentation.
• Monitor case progress and notify assigned staff of outstanding tasks.
• Assist with settlement documentation and closing procedures as needed.

Customer Service Excellence

• Answer incoming calls professionally and courteously.
• Resolve routine client concerns with professionalism and empathy.
• Maintain a calm and positive attitude during difficult conversations.
• Ensure every client receives timely responses and regular updates.
• Deliver an exceptional client experience that reflects the firm's values.

Qualifications

Required

• High school diploma or GED.
• Minimum of 2 years of customer service experience .
• Minimum of 1 year of legal office experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• High level of professionalism and confidentiality.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to prioritize multiple responsibilities.

Preferred

• Experience in personal injury law.
• Familiarity with legal case management software (e.g., Angel, CasePeer, Filevine, Litify, Clio, or similar).
• Knowledge of HIPAA regulations.
• Bilingual (English/Spanish) is a plus.

Core Competencies

• Exceptional customer service
• Professional communication
• Compassion and empathy
• Attention to detail
• Organization
• Time management
• Teamwork
• Problem-solving
• Dependability
• Confidentiality
• Conflict resolution
• Adaptability

Physical Requirements

• Prolonged periods of sitting and computer work.
• Ability to communicate by phone and email throughout the workday.
• Occasional lifting of files and office materials up to 20 pounds.

Work Environment

• Professional office environment.
• Fast-paced, deadline-driven legal practice.
• Frequent interaction with clients, attorneys, insurance companies, and medical providers.

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match (if applicable)
• Professional development opportunities
• Supportive and collaborative team environment
• Opportunities for advancement within the firm

Ideal Candidate

The ideal candidate is someone who genuinely enjoys helping people during difficult times. They communicate with empathy, remain organized under pressure, and understand that outstanding customer service is essential to delivering an exceptional legal experience. They are proactive, dependable, and committed to supporting both clients and the legal team with professionalism and care.