Client Support Representative

**This position is on-site in Billings Montana**
** Candidate must live within 50 mile radius of job site**
**We are unable to sponsor or take over sponsorship of an employment Visa at this time **

The Client Support Representative serves as the first point of contact for clients calling into AVA Law Group. This role is crucial in setting the tone of professionalism and responsiveness. The Representative will ensure that clients are greeted warmly via inbound calls, receive accurate information about their cases, and are kept informed of any updates or changes.
Responsibilities and Duties.

• Answer inbound calls and warmly greet clients, providing a professional first impression.
• Make outbound calls to clients to update them on case progress or gather additional information as needed.
• Monitor and respond to client email messages between calls, ensuring timely and professional communication.
• Provide detailed and accurate information about the client's case, adhering to confidentiality and sensitivity guidelines.
• Update clients with the latest information or changes regarding their case, ensuring clarity and understanding.
• Maintain high levels of professionalism and confidentiality at all times.
• Manage client expectations through exceptional customer service.
• Document all client interactions in the case management tool, ensuring all information is current and accurate.
• Collaborate with legal teams to gather and verify case updates and accurate information.
• Assist in the development and improvement of protocols for client communications.

Please Note: This is not an all-inclusive document. Additional duties, expectations,  demands, etc. may be added or changed to this document on an as-needed basis to meet organizational needs.  

• Must be at least 18 years of age or older.
• Preferred to have at least 2-3 years of call center experience
• Excellent verbal and written communication skills.
• Superior interpersonal and customer service skills.
• Comprehensive technical skills to efficiently manage communication tools and client management software.
• High attention to detail to ensure accuracy in case information and client records.
• Ability to operate effectively in a fast-paced environment with evolving requirements and priorities.

Physical Requirements and Working Conditions:

• The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.