Customer Service Representative

Job Description

Customer Service Representative

Personal Injury Law Firm | Miami / Brickell, FL

About the Position

The Ferraro Law Firm, P.A. is seeking a professional, proactive, and client-focused Customer Service Representative to serve as an important point of contact for our clients throughout the life of their cases.

This position requires someone who can confidently handle client questions, identify the nature of an issue, coordinate with the appropriate internal department, and follow matters through to resolution. The ideal candidate is organized, compassionate, resourceful, and comfortable communicating with clients who may be dealing with serious injuries, financial concerns, or complex legal matters.

This is not simply a call-routing position. We are looking for someone who takes ownership of client concerns , communicates effectively across departments, and works diligently to provide clients with accurate and timely assistance.

Key Responsibilities

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• Serve as a primary point of contact for existing clients regarding general case-related questions and concerns.
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• Respond professionally and compassionately to incoming client calls, emails, and other communications.
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• Assist clients with matters related to the Claims Department , including obtaining updates, identifying outstanding issues, and coordinating follow-up with the appropriate team members.
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• Handle and coordinate accounting-related client inquiries , including:
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• Misplaced, lost, stale-dated, or uncashed settlement/disbursement checks.
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• Questions regarding check status, reissuance, or payment processing.
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• Payment discrepancies or other client disbursement concerns.
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• Assist with client inquiries involving medical liens, Medicare liens, Medicaid liens, health insurance liens, and other lien-related matters , coordinating with the appropriate internal department when necessary.
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• Communicate with Accounting, Claims, Settlements, Liens, Probate, Legal, and other departments to obtain information and resolve client concerns.
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• Research client issues internally rather than simply transferring calls whenever possible.
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• Track outstanding client matters and conduct appropriate follow-up to ensure issues are brought to resolution.
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• Clearly explain processes, anticipated next steps, and outstanding requirements to clients within the scope of the position.
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• Document all client communications, requests, actions, and follow-up accurately in the firm's case management system.
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• Identify urgent or sensitive client concerns and escalate them promptly to management or the appropriate legal team.
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• Maintain strict confidentiality regarding client, case, settlement, and financial information.
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• Help identify recurring client-service issues and communicate trends to management to improve internal processes and the overall client experience.
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Qualifications

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• 2+ years of customer service, client relations, call center, legal, insurance, healthcare, financial services, or similar professional experience preferred.
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• Experience working in a personal injury law firm, claims department, settlement department, or other legal environment is strongly preferred.
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• Excellent verbal and written communication skills.
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• Strong problem-solving skills and the ability to navigate issues involving multiple departments.
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• Ability to communicate professionally with clients who may be frustrated, emotional, or experiencing difficult circumstances.
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• Strong organizational skills with the ability to manage multiple open client matters and follow-up responsibilities.
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• High level of attention to detail and accuracy when documenting client communications.
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• Ability to handle confidential and sensitive information with discretion.
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• Comfortable working in a fast-paced, performance-driven environment.
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• Experience with legal case management software, including Litify , is a plus.
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• Bilingual English/Spanish is highly preferred.
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What Success Looks Like

Success in this position means clients feel that their concerns are heard, understood, and actively addressed . The Customer Service Representative is expected to take ownership of assigned client matters, communicate clearly, follow through on commitments, and work collaboratively with internal departments to minimize unnecessary delays.

Performance may be evaluated based on factors such as responsiveness, accuracy of documentation, client satisfaction, timely follow-up, resolution of outstanding matters, call handling, and overall productivity .

Ideal Candidate

The ideal candidate does not simply tell a client, “Someone will call you back.” Instead, they identify the issue, determine who or what is needed to resolve it, document the matter properly, and follow through.

We are looking for someone who is professional, accountable, patient, solutions-oriented, and comfortable taking ownership of the client experience from the initial inquiry through resolution.

The Ferraro Law Firm, P.A. is an Equal Opportunity Employer.