BILINGUAL Client Service Specialist

About the Role

Heard and Smith, LLP, a law firm dedicated to helping the disabled for over 30 years, is seeking a bilingual (Spanish/English) Client Service Specialist to join its Legal Assistant Department. In this full‑time, call‑center position you will build lasting relationships and support clients throughout the claims process, working in a fast‑paced, professional, fulfilling, and rewarding team environment.

Responsibilities

• Take approximately 50‑75 calls per day in a professional call center environment.
• Consistently build client relationships and confidence in the firm with every interaction, proactively contacting clients to maintain those relationships.
• Focus on retention of every client while providing excellent customer service.
• Maintain a 90% or above quality score on calls.
• Retain and recall Social Security Administration (SSA) and company policies and processes.
• Solve problems and maintain confidentiality.
• Keep updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system.
• Confidently address client concerns and complaints, including those of upset clients.
• Use good judgment to discern urgent issues and escalate to a manager or director as needed.

Requirements

• Fluent Spanish and English (verbal and written).
• High School Diploma; degree preferred or equivalent combination.
• Customer service experience.
• Call center experience.
• Minimum 40 WPM typing speed.
• Ability to meet performance standards whether in office or working remotely from home.
• Knowledge of computer technology and the Internet (MS Office Outlook) and ability to learn new programs easily.
• Multi‑tasking skills and ability to work well under pressure.
• Self‑disciplined with strong people skills, attention to detail, and accuracy.
• Excellent telephone, communication, and active listening skills.
• Excellent spelling and grammar.
• Reliability and dependability.
• Ability to work in a fast‑paced, confidential environment while maintaining client confidentiality.
• Problem analysis and problem‑solving abilities.
• Professional manner, high energy level, and positive attitude.
• Good time management and strong organizational skills.
• Self‑motivated, able to work with little supervision.
• Accepts new ideas and challenges; highly motivated.
• Ability to work well with others as a team.
• Social Security Disability Law or other disability/medical background strongly preferred (including former DDS, ODAR, and SSA employees).
• Legal Assistant, Legal Secretary, Paralegal, or other legal experience preferred.

Benefits

• Paid holidays.
• Accrued paid time off.
• Great medical benefits package.
• Wellness program.
• 401(k) with annual employer profit‑sharing contributions (historically 5% of annual salary; employee contributions not required).

Pay

$14.50‑$16.50 per hour based on experience.

Schedule

Full‑time, Monday‑Friday, no nights or weekends.