Client Service Associate

Are you a multi-talented English and Spanish-speaker who likes to wear many hats, enjoys customer service, and wants to make a difference in peoples' lives? This is an incredible opportunity to connect potential clients with our unique firm, and to stretch your skills and gain experience providing support to different departments throughout the business.

Position Summary
The Client Service Associate serves as the first point of contact for potential clients. This position is responsible for evaluating and scheduling potential new clients (PNCs) over the phone. As first contact, this position sets the standard for all other interactions clients will have as they move forward with us. We are especially looking to expand services to the Spanish-speaking community, so we welcome applicants who are proficient/fluent in Spanish. Additionally, the Client Service Associate supports multiple departments with various projects and administrative tasks.

Essential Duties & Responsibilities          

• Provide excellent customer service by establishing and maintaining a true human connection with every potential client by phone and occasionally in person.


• Follow scripts and procedures consistently to ensure an excellent client experience.


• Use company guidelines to screen PNCs, gather pertinent information about their cases, schedule intake phone calls with the Client Intake Team, and accept payments as needed.


• Enter PNC contact and information data into our database, including detailed notes in CRM documenting all communication with the prospective new client before, during, and after contact with them.


• Refer out potential clients who do not meet RDF’s intake criteria in a compassionate manner.
  


• Perform various administrative and clerical tasks including daily office management, marketing support, and projects as requested by Operations, HR, Finance, and Legal.


• Other related duties as required and assigned.
  

Required Skills and Abilities      

• Passion for helping others and the ability to convey compassion and empathy.


• Proven interpersonal and customer service skills (external and internal); dedication to managing interactions according to company messaging and vision.


• Experience working independently to identify and solve problems.


• Aptitude in organizing and prioritizing workflow and tasks effectively.


• Strong attention to detail and excellent follow-up skills.


• Intermediate proficiency with Microsoft Office Suite and agility in learning and using new software programs.
  


• Comfortable operating office equipment including copiers, scanners, phone and voicemail systems, and personal computer.


• Spanish proficiency/fluency strongly preferred.
  
  

Education and Experience      

• High school diploma or equivalent required.


• Minimum of three (3) years' customer service or sales experience.


• Previous experience working in the service industry preferred.
  


• Previous legal experience and familiarity with terminology a plus but not required.


• Experience with CRM software preferred.
  


• Previous experience with a DUI helpful.