Client Service Support Rep

Client Experience Agent

Berry Law is on a mission to protect the constitutional rights of Americans and help Veterans get the benefits they deserve. With over 240 years of combined legal experience, our award-winning attorneys represent clients in all 50 states. We've won thousands of cases and secured hundreds of millions of dollars for Veterans and their families.

Position Summary

The Client Experience Agent creates the first impression and is the first point of contact for Veterans and their families seeking help. This role is critical in providing a welcoming, empathetic, and solution-oriented experience that reflects Berry Law's commitment to delivering best-in-class service. In addition to client engagement and intake support, select Client Experience Agents may be asked to assist with accounts receivable (AR) follow-up, including outreach to clients with outstanding balances and processing of payments always handled with the same professionalism and empathy that defines the Berry Law client experience.

Primary Responsibilities

Client Engagement & Experience

Engage with potential and existing clients via inbound and outbound phone calls, text, and email with professionalism and empathy

Listen actively to client concerns and build genuine rapport at every touchpoint

Help clients understand how Berry Law can support them delivering clarity, reassurance, and trust throughout their journey

Maintain accurate records and client notes in the CRM to ensure continuity and a seamless experience

Collaborate closely with teammates to elevate the client journey and deliver "white-glove" service

Consistently meet or exceed team goals related to service quality, responsiveness, and conversions

Route calls appropriately to the correct team members or departments

Accounts Receivable Support (select agents may be assigned)

Execute systematic follow-up communications (calls, emails, texts) with clients who have outstanding balances

Accept payments via debit/credit card and establish eCheck payment plans when clients are unable to pay in full

Use empathy and assertiveness to resolve outstanding accounts while preserving the client relationship

Document all AR-related client interactions accurately in the case management system

Manage AR items by updating statuses, completing activity checkboxes, and creating follow-up tasks

Apply sound judgment to identify when to escalate disputes or payment issues versus resolve independently

Required Skills & Abilities

Communication: Professional phone and written communication skills; ability to handle both client service and sensitive financial conversations with empathy and confidence

Emotional Intelligence: High EQ with the ability to remain calm, compassionate, and solution-focused under pressure

Systems Proficiency: Comfortable navigating multiple platforms including CRM and case management systems

Attention to Detail: Accurate documentation and data entry; ability to follow structured procedures precisely

Problem-Solving: Sound judgment to identify when to escalate vs. resolve independently

Adaptability: Ability to shift between client engagement and AR responsibilities as needed

A naturally curious mindset and drive to ask meaningful questions

Self-starter who thrives in both team and independent environments

Ability to maintain confidentiality and handle sensitive information with discretion

Experience & Professional Qualifications

High school diploma required

Background in sales, customer service, or a fast-paced competitive field (sports, academics, or work experience)

A positive, coachable attitude and a hunger to learn and grow

Preferred: Military member, Veteran, or family member of someone who has served

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer

Ability to communicate with clients via phone, email, text, and possibly in person

Organizational Values

Integrity | Commitment | Accountability | Warrior Ethos | Leads by Example

Why Join Berry Law?

Personalized onboarding, ongoing coaching, and mentorship

Weekly, monthly, and annual recognition programs

Financial incentives, bonus structures, and growth opportunities

Award-winning culture committed to excellence and mission

Recognized by Inc. Magazine, Law Firm 500, Department of Labor, and more

Training provided

Make an impact every day. Join us in honoring service with service.

Berry Law is an equal opportunity employer.

Berry Law