Customer Service Legal Assistant

Client Satisfaction Specialist

Since 1988, Rubenstein Law has been a trusted advocate for personal injury victims, growing into a nationally recognized firm with over 60 attorneys and 400 professionals. Known for securing billions of dollars for clients, the firm handles a wide range of cases, including auto accidents, catastrophic injuries, medical malpractice, and mass tort litigation. Rubenstein Law is committed to delivering exceptional client care while continuing to expand nationwide.

The Client Satisfaction Specialist is responsible for delivering exceptional service to ensure clients receive the highest level of care and support throughout their engagement with the firm. This role focuses on cultivating strong, professional relationships with clients, staff, and executive personnel, fostering mutual respect and trust. The Client Satisfaction Specialist serves as a dedicated resource for addressing client needs, resolving concerns, and enhancing the overall client experience.

Responsibilities and Duties

• Answer and manage incoming calls, emails, etc. while providing excellent client care and focus; ability to assess client needs and provide the correct answer, path, or method for a positive client experience.
• Strive to meet and go above personal and team targets, goals, and quotas.
• Aim for client resolution and return.
• Record and organize client interactions and profile/account changes.
• Ability to resolve problems by clarifying the client's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
• Conduct prompt, thorough, and fair investigation by obtaining relevant facts to determine coverage, origin, and extent of losses.
• Keep clients and others informed about their case status with clear, timely and accurate written/oral communications.

Qualifications and Skills

• Excellent verbal and written communication skills.
• 1+ year of experience in an office, medical, or legal office setting. Previous experience in customer support, client services, sales, or a related field preferred.
• Ability to tackle multiple client scenarios at once.
• Excellent time management and prioritization skills.
• Ability to answer the phone, listen actively, relay information, and type necessary details simultaneously.
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating client profiles/accounts.
• Bilingual (English/Spanish) required.

Benefits

• Paid Time Off (PTO) plus 8 paid holidays a year
• Additional birthday holiday
• Comprehensive benefits package including multiple medical plan options, dental, vision, disability, supplemental coverage, and company-paid life insurance
• Bereavement leave to support employees and their families during difficult times
• Hospital leave benefits for qualifying medical situations
• 401(k) retirement plan with company matching contributions
• Bonus opportunities
• Commitment to employee wellness and long-term success