Legal Client Services Specialist - Call Center Champion

Heard & Smith; San Antonio (TX); On-site; USD 16,000 - 21,000; 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

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.