Customer Service Representative

Department: Client Relations

Employment Type: Full Time

Location: Houston/Corporate

Reporting To: Mollie Levar

Job Summary

The Customer Service Representative (Client Relations Representative) serves as an additional layer of support for our clients throughout their case journey. This role combines proactive client outreach with real‑time issue resolution, ensuring concerns are addressed quickly and clients feel supported at every stage. The representative acts as both problem‑solver and point of escalation—either resolving client concerns directly or engaging the appropriate internal team immediately. Success means clients never feel their concern went unheard or unresolved.

Key Responsibilities

• Conduct proactive outreach to clients to check in on case status, satisfaction, and emerging concerns before they escalate.
• Serve as the first point of contact for client concerns, resolving issues directly when possible.
• Route unresolved concerns to the appropriate team (attorney, billing, intake) and track them through to resolution.
• Document all client interactions and concern resolutions in HubSpot and provide daily reporting on ticket levels and resolution activities.
• Identify recurring issues or friction points and flag patterns to leadership.
• Answer incoming phone calls, screen and direct calls to the appropriate team member, and provide general information as needed.
• Return client phone calls in a timely and professional manner to ensure consistent follow‑up and client satisfaction.
• Respond promptly and accurately to client emails to maintain strong communication and client confidence.
• Schedule meetings and follow‑ups between clients and attorneys, ensuring proper coordination of calendars.
• Assist clients during in‑office visits, providing hospitality and ensuring a welcoming environment.
• Act as a witness for client document signings, ensuring professionalism and adherence to office procedures.
• Maintain confidentiality in all client communications and documentation.
• Respond to and manage client tickets or service requests submitted through HubSpot.
• Input new cases into Clio and update the Case Assignment spreadsheet.
• Update the assigned attorneys’ drive by transferring the client’s folder into the team drive.
• Update client information in HubSpot with the assigned legal team.
• Provide general administrative assistance to office leadership, including personal and business‑related tasks as directed.
• Assist with preparing documents, correspondence, and reports as needed.
• Perform unplanned, situational work outside of the standard scope to support new priorities or urgent needs as they arise.

Skills, Knowledge and Expertise

• High school diploma or equivalent.
• 2+ years of experience in client relations, administrative support, or office coordination.
• Excellent verbal and written communication skills.
• Strong organizational and time‑management abilities, with attention to detail.
• Proficiency in Google Workspace or Microsoft Office Suite (Word, Outlook, Excel) and email communication systems.
• Ability to handle multiple priorities and adapt quickly to shifting needs.
• Professional demeanor with a client‑first mindset.
• Reliable and dependable with a strong sense of accountability.
• Commitment to maintaining confidentiality and handling sensitive information appropriately.
• Associate’s or Bachelor’s degree in Business Administration, Communications, or related field (preferred).
• Prior experience working in a law firm, legal services, or professional services environment (preferred).
• Familiarity with HubSpot or other CRM/ticketing systems.
• Bilingual (Spanish/English) or multilingual communication skills are a plus.
• Customer service training or certification.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule

• 8‑hour shift
• 40‑hour work week
• Weekends as needed, though rare