Servicio de atención al cliente

Customer Service Representative
SAENZ GARCIA LAW, PLLC
Position OverviewThe Customer Service Representative is responsible for being the first point of contact for our valued clients, playing a crucial role in maintaining high levels of customer satisfaction and loyalty. This role provides quality support to the firm's clients by ensuring effective communication and promptly resolving concerns related to the firm’s legal services.This role’s primary duties are to answer incoming phone calls, manage customer inquiries via various communication channels, including social media, and guarantee that every client receives timely and highly professional assistance. This role directly impacts customer experience and retention.
Essential Job FunctionsRespond to Inquiries: Promptly and professionally answer and manage inbound customer inquiries and communications via phone, text messages, and social media platforms.Customer Needs Assessment: Actively listen to and identify customer needs, providing information, solutions, or escalating complex and unresolved issues to the appropriate internal departments.Sales Coordination: Accurately schedule consultations and appointments with the Sales department, ensuring a smooth hand-off for potential business.Information Provision: Assist customers by providing basic, accurate office and company information.Record Keeping: Maintain accurate, detailed, and up-to-date records of all customer interactions and transactions within the designated Customer Relationship Management (CRM) system.Process Adherence: Strictly follow all established communication procedures, guidelines, and company policies, ensuring the appropriate public-facing tone is maintained on social platforms.Outbound Communication: Initiate contact with assigned leads and prospects as required by departmental goals.Knowledge Maintenance: Actively stay up-to-date with all internal updates, service changes, and policy modifications to ensure accurate information delivery.
Additional ResponsibilitiesAssist with general administrative tasks as needed.Participate in team meetings and ongoing training sessions.Contribute ideas for process improvements to enhance the overall customer experience.
RequirementsPrevious experience in customer service, call centers, or client-facing roles is preferred but not required. Training is available for qualified candidates.Bilingual proficiency in English and Spanish is required, both written and verbal.Excellent communication and interpersonal skills.Proficiency in MS Office Suite, CRM systems, and online communication tools.Strong problem-solving, critical thinking, and attention to detail.Ability to prioritize tasks and work efficiently in a fast-paced, high-volume environment.Ability to remain calm, patient, and professional under pressure.Positive, customer-focused attitude and willingness to assist clients.Strong teamwork and collaboration skills.
How to ApplyInterested candidates should send their updated CV or résumé to nadia@saenzfirm.com.Email Subject: Customer Service Representative – ApplicationWe look forward to reviewing your application!
SAENZ GARCIA LAW, PLLC – Customer Service Representative

Skills
CRM

Work arrangement
Yes