Company: Blessinger Legal PLLC

Department: Customer Experience

Reports to: CSE Supervisor

Compensation & Schedule

Rate: $6 - $7 per hour
Employment Type: Full-Time

Position Purpose

The Customer Experience Representative serves as the first point of contact for clients seeking assistance with the company's services. This role is responsible for managing inquiries across multiple channels, maintaining accurate client records, and ensuring a high level of client satisfaction through professional and timely support.

The ideal candidate will have strong customer service experience triaging calls of various types and on a complexity of issues with a respectful and sympathetic tone. They will be able to document client calls, forward them, and follow up with clients in a proactive manner.

Primary Responsibilities

Ensure a positive, professional, and efficient client service experience
Manage client inquiries via phone, email, chat, SMS, and social media
Handle inbound and outbound calls; log and classify calls (e.g., transfer, inquiry, follow-up)
Address client concerns and escalate complex issues to the appropriate department
Provide accurate information about services and general assistance
Proactively follow up with clients on ongoing cases or requests
Maintain and update client records and documentation
Identify potential service issues and initiate proactive solutions
Stay updated on company policies, procedures, and service trends
Recommend improvements based on client feedback
Perform administrative or support tasks during low call volume (e.g., contacting attorneys regarding cases)

Performance Expectations

Handle multiple calls when needed (typically up to 3 simultaneously)
Maintain strong call handling efficiency (AHT awareness)

Preferred Qualifications

Previous experience as a customer service representative
Fluency in English and Spanish
Familiarity with INSZoom or Docketwise

Application Details:

You must put "Starfish CSR Member" in the headline of your application
On the summary, explain your interest for the role, and explain why you are the best candidate for the role
Please note that a failure to follow these instructions will result in not being considered for this position

Requirements

At least 1 year experience as a receptionist in a US-based company
Prior experience in customer service and/or calling roles
Strong English and Spanish communication skills (verbal and written)
Experience handling inbound and outbound calls
Familiarity with logging calls and categorizing interactions
Proficiency in Microsoft Office and Google Workspace
Ability to multitask and manage multiple client interactions simultaneously
Strong problem-solving and interpersonal skills
Ability to work proactively and independently

Blessinger Legal PLLC

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Customer Service Representative