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Client Relations Specialist

Company: Hl Law Group
Location: Fort Lauderdale
Posted on: January 16, 2022

Job Description:

Job Description HL Law Group, a merit-driven, insurance litigation firm, seeks a Customer Relations Specialist (CRS) to partner with the firms Managing Partner, Director and VP Marketing. The CRS will support the Firms growth and brand in a highly competitive marketplace. By responding to client questions quickly and efficiently, and by reaching out to clients on a regular basis before they have contacted the Firm the CRS will ensure that the Firm cultivates healthy working relationships with all of its clients and vendors. Scope of the Position This Firm needs an enthusiastic, tactful individual who can listen to client issues and offer unique, innovative solutions to each problem. The successful candidate for this role will quickly develop a strong command of the company's policies, operating procedures and personnel. This will be critical for offering quick and accurate assistance. The CRS will report directly to the Firm Director and will have close working relationships with the Managing Partner and the Firms Business development team. The CRS will maintain high levels of professionalism, especially in telephone and email communications, and will be meticulous about updating the Firms records regarding each and every interaction. This role will involve extensive telephone interactions, problem-solving, documentation, tracking, technology mastery and the ability to communicate effectively with clients, vendors, attorneys and staff. The CRS will impact business development by inviting existing and potential clients to do business with HLLG. Key Responsibilities The CRS will: Represent HL Law Group in communications with clients, vendors and the public. Answer incoming calls regarding legal process, billing issues, service questions and general client concerns; update the customer service database during and after each call. Advise the Management Team immediately of any situations or circumstances that require immediate attention. Explain how the legal process works and how the Firm engages with that process in terms that leave the clients feeling well-served and confident in the Firms ability to manage the process effectively. Draft status emails that reassure clients, customers and vendors of the Firms goodwill and professionalism; use problem-solving to build brand loyalty. Reach out to attorneys, case managers, as needed, to resolve any problems and to provide detailed status updates to clients, vendors and others. Pro-actively audit the Firms case list to detect any files that have not been contacted recently. Contact clients on a rolling basis to find out how they are experiencing our process, and addresses any questions or concerns that come out of that process. Update the management team on a weekly basis on any recurring themes or issues raised in the telephone exchange. Provide the Management Team with detailed reports on the nature and frequency of telephone calls received. Work with the management team to stay updated on any changes in company policies or process that will affect clients. Work with the attorneys and case managers to respond to clients within a 24-Hour window. Impact the Firm's bottom line by problem solving and turning frustrated clients into repeat customers. Skills & Qualifications Must be 18 years of age or older Bachelors or Associate degree in a business related field preferred Polished telephone demeanor; professionalism and courtesy Good judgment, strong people skills and patience Enthusiasm about HLLG and the ability to communicate this to the public at large Can-Do attitude to problem-solving Appropriate sense of humor Ability to document, report and analyze the source of recurring questions Persistence, focus and creativity Excellent verbal and written communication skills Microsoft suite of services: Word, PowerPoint, Excel Application Process Kindly send your resume to Powered by JazzHR B0HEJ1kfOKby Jobble

Keywords: Hl Law Group, Fort Lauderdale , Client Relations Specialist, Other , Fort Lauderdale, Florida

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