Note: The job is a remote job and is open to candidates in USA. Heard and Smith, LLP is a law firm dedicated to helping the disabled for over 30 years. They are seeking a Bilingual Client Service Specialist to provide support for clients throughout the claims process, focusing on building relationships and delivering excellent customer service.
Responsibilities
- Take approximately 50-75 calls per day in a professional call center environment
- Consistently build the client relationship and confidence in our firm with every client interaction while proactively contacting clients to ensure the relationship is maintained
- Focus on retention of every client while providing excellent customer service
- Maintain a 90% or above quality score on calls
- Retain and recall SSA (Social Security Administration) 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’s concerns and complaints including those of upset clients
- Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately
Skills
- 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 in computer technology and the Internet (MS Office Outlook). Including the ability to learn new programs easily
- Multi-tasking skills and the ability to work well under pressure
- Self-disciplined
- 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 fast paced environment
- Ability to work in a confidential environment always maintaining client confidentiality
- Problem analysis and problem-solving
- Has professional manner and high energy level, exhibits a positive attitude
- Good time management skills
- Strong organizational skills
- Self-motivated, able to work with little supervision
- Accepts new ideas and challenges and is highly motivated
- Ability to work well with others as a team
- Social Security Disability Law or other disability or 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
- 401k with Annual Employer Profit-Sharing contributions (historically 5% annual salary - employee contributions not required!)
Company Overview
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