Bilingual; English​/Spanish Client Support Representative​/Front Office Receptionist Ward

Role Overview

The Client Support Representative plays a critical role in delivering an exceptional client experience by serving as the first point of contact for clients, vendors, and visitors both in person and over the phone. The role involves ensuring professional, responsive, and welcoming interactions while supporting front‑office operations, call management, client communication, and administrative functions.

• Serve as the first point of contact for clients, vendors, and visitors entering the office.
• Greet clients and visitors in a professional, welcoming, and courteous manner.
• Ensure clients feel comfortable, informed, and supported during their visit.
• Maintain a positive and professional office environment that reflects the firm's service standards.
• Conduct client feedback and exit interactions as assigned to support continuous service improvement.
• Maintain accurate visitor logs and document client and vendor interactions within the case management system.

• Answer, screen, and route incoming calls through a multi‑line phone system.
• Manage a high volume of incoming calls while maintaining professionalism and responsiveness.
• Provide callers with accurate information and direct inquiries to the appropriate department or team member.
• Respond to client inquiries and service‑related concerns in a timely and professional manner.
• Assist with resolving client concerns and escalating matters when appropriate.
• Maintain accurate documentation of phone calls, messages, and client communications within the case management system.

• Upload and process incoming documents, faxes, returned mail, and other correspondence within the case management system.
• Receive and distribute deliveries, mail, and packages to the appropriate team members.
• Assist with administrative and clerical tasks including copying, scanning, filing, faxing, and document organization.
• Support conference room scheduling and office coordination needs as assigned.
• Maintain accurate records and ensure administrative tasks are completed in a timely manner.

• Maintain organization and cleanliness of the reception area, lobby, conference rooms, and common areas.
• Ensure beverage stations and hospitality areas remain stocked and presentable.
• Assist with providing refreshments and hospitality services for clients, vendors, and visitors.
• Monitor office supplies and notify management of restocking needs.
• Support the overall presentation and professionalism of the office environment.

• Previous experience in Customer Service, Reception, Front Desk, Client Relations, or Administrative Support preferred.
• Experience handling high‑volume phone communications and client interactions.
• Strong customer service and interpersonal communication skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational skills and attention to detail.
• Ability to remain professional and composed while handling client concerns.
• Proficiency with computers, Microsoft Office, and case management software.
• Reliable attendance, professionalism, and accountability.
• Fluency in both English and Spanish.

• Experience working within a Plaintiff Personal Injury law firm.
• Experience using Litify (Salesforce) or other legal case management systems.
• Experience in a receptionist, client support, or customer‑service‑focused role.

• Competitive Compensation Package
• Paid Time Off:
  Employees working 30+ hours per week accrue a total of 3.08 hours per pay period, totaling two (2) weeks per year.
• Health Benefits:
  Eligibility begins the month following hire for 30+ hour employees; the firm covers a fixed amount (40–65% of the premium) with options for national coverage and free mental‑health services.
• Dental & Vision:
  Unlimited dental coverage and vision plans are available at the employee’s expense.
• Disability & Life Insurance:
  Short‑term and long‑term disability benefits are paid for by the firm; 1× earnings life insurance plus accidental death and dismemberment benefits.
• Supplemental Insurance including critical illness, accident, cancer, hospital confinement indemnity, term life, and whole life options.
• 401(k) Retirement Plan:
  Eligibility for 30+ hour employees; employer match 100% of the first 3% of contributions and 50% on the next 2%, with immediate vesting after one year of service.