Client Experience Representative (REMOTE)

- Full-time
- Compensation: USD 1,000 - USD 1,700 - monthly

Join an Award-Winning Personal Injury Law Firm

At The Ward Law Group, our mission is simple:

Changing Lives. One Client at a Time

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

Our Core Values

Faith - We act with integrity, honesty, and purpose in everything we do.

Accountability - We take ownership of our work, our commitments, and the results we deliver.

Leadership - We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.

Loyalty - We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.

Service to Our Clients - We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.

Service to Our Teammates - We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.





Service to Our Community - We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.

The Client Experience Representative (CER) plays a key role in delivering a proactive, empathetic, and consistent client experience throughout the legal case journey. The CER serves as a central point of contact for client inquiries, provides timely case information within approved guidelines, resolves concerns whenever possible during the first interaction, and coordinates with case teams to ensure appropriate follow-up and escalation. This role supports client satisfaction while allowing production departments to focus on advancing cases.

This is a Virtual Assistant position as an independent contractor. Paid time off and healthcare benefits are not provided.

Full-time availability is required for a 40-hour workweek with two days off. Depending on business needs, one weekend day may be included in your schedule.

Preferred ScheduleTime: Monday - Friday 9:00 AM EST - 5:30 PM EST

Responsibilities





- Professionally and warmly assist clients through inbound and outbound calls and other approved communication channels.
- Conduct welcome, courtesy, and proactive follow-up calls based on case stage, client needs, and established contact timelines.
- Provide accurate case-status information, process explanations, and answers to frequently asked questions using approved department SOPs, training materials, and authorized case information.
- Work toward First Contact Resolution (FCR) by addressing inquiries and concerns during the initial interaction whenever the matter is within CER authority.
- Listen empathetically, identify client dissatisfaction, apply de-escalation techniques, and follow established protocols for urgent matters, repeat contacts, and escalations.
- Coordinate with assigned case owners, specialists, POD leaders, and managers when a question requires legal judgment, a case decision, or department-specific action.
- Accurately document client interactions, requested updates, follow-up commitments, and escalations in Litify and other approved systems.
- Follow up on open client concerns and assigned tasks to help ensure timely responses and clear communication.
- Assist with client-experience workflows, including low-sentiment calls, voicemail follow-up, and courtesy-call outreach as assigned.
- Protect client confidentiality, maintain professional communication, and avoid providing unauthorized legal advice or making commitments outside approved procedures.
- Participate in Train the Trainer sessions, department discovery training, coaching, and ongoing updates to firm process

📌 Client Support Representative (Colombia)
🏢 The Ward Law Group
📍 Colombia