Client Experience Representative

The Client Experience Representative (CER) plays a key role in delivering a proactive, empathetic, and consistent client experience throughout the legal case journey. The CER serves as a central point of contact for client inquiries, provides timely case information within approved guidelines, resolves concerns whenever possible during the first interaction, and coordinates with case teams to ensure appropriate follow-up and escalation. This role supports client satisfaction while allowing production departments to focus on advancing cases. This is a Virtual Assistant position as an independent contractor. Paid time off and healthcare benefits are not provided. Full-time availability is required for a 40-hour workweek with two days off. Depending on business needs, one weekend day may be included in your schedule. Preferred Schedule Time: Monday - Friday 9:00 AM EST - 5:30 PM EST Responsibilities Professionally and warmly assist clients through inbound and outbound calls and other approved communication channels. Conduct welcome, courtesy, and proactive follow-up calls based on case stage, client needs, and established contact timelines. Provide accurate case-status information, process explanations, and answers to frequently asked questions using approved department SOPs, training materials, and authorized case information. Work toward First Contact Resolution (FCR) by addressing inquiries and concerns during the initial interaction whenever the matter is within CER authorit