Client Service Specialist

Heard & Smith; San Antonio (TX); On-site; USD 1,998,000 - 2,549,000; Full time

Benefits offered by this job

Paid holidays

PTO

Medical benefits package

Wellness program

401k

Job summary

Heard and Smith, LLP is seeking a Client Service Specialist in the Legal Assistant department to support clients through the claims process in a fast-paced call center. The role is full-time, Monday through Friday, with no nights or weekends, and includes a focus on confidentiality and excellent service.

Responsibilities include handling 50–75 calls daily, building trust with clients, maintaining records in a paperless system, and staying updated on SSA policies.

Qualifications

• 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)
• 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
• Fluent in Spanish a Plus

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

Job description

Client Service Specialist (Legal Assistant)

Heard and Smith, LLP was founded on the principles of compassion, humility and the relentless desire to pursue financial assistance for our clients. Our law firm has been helping the disabled for over 30 years and has a proven record. Do you have a heart for those in need? We are seeking individuals with excellent customer relations, strong work ethic, and a true desire to help others. Being part of the Heard and Smith team is more than a job; each day provides you with opportunities to change someoneu2019s life!

• Fast-paced, and professional environment;
• Fulfilling, challenging, rewarding;
• Great team environment;
• Paid Holidays, Accrued Paid Time Off;
• Great Medical Benefits Package;
• Wellness Program;
• Competitive Salary $14.50-$16.50 per hour with potential for incremental increases during your first 180 days up to an additional $2/hour based on performance.
• 401k with Annual Employer Profit-Sharing contributionsu00A0(historically 5% annual salary - employee contributions not required!).

As a Client Service Specialist in our Legal Assistant Department, you will have the opportunity to build lasting relationships and provide support for clients throughout the claims process via the computer/telephone in a call center setting. Full Time, Mon-Fri, no nights or weekends!u00A0 As au00A0Client Service Specialist you will:

• 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 clientu2019s concerns and complaints including those of upset clients
• Use good judgment to discern what issues may be urgent and need a manageru2019s or directoru2019s attention immediatelyu00A0

To be successfulu00A0as a Legal Assistant/Client Service Specialist you will need:

• 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
• Fluent in Spanish a Plus