Client Service Agent

Berry Law Firm•Lincoln, NE

4d•Remote

About The Position

The Client Experience Agent creates the first impression and is the first point of contact for Veterans and their families seeking help. This role is critical in providing a welcoming, empathetic, and solution-oriented experience that reflects Berry Law's commitment to delivering best-in-class service. In addition to client engagement and intake support, select Client Experience Agents may be asked to assist with accounts receivable (AR) follow-up, including outreach to clients with outstanding balances and processing of payments — always handled with the same professionalism and empathy that defines the Berry Law client experience.

Requirements

Professional phone and written communication skills; ability to handle both client service and sensitive financial conversations with empathy and confidence
High EQ with the ability to remain calm, compassionate, and solution-focused under pressure
Comfortable navigating multiple platforms including CRM and case management systems
Accurate documentation and data entry; ability to follow structured procedures precisely
Sound judgment to identify when to escalate vs. resolve independently
Ability to shift between client engagement and AR responsibilities as needed
A naturally curious mindset and drive to ask meaningful questions
Self-starter who thrives in both team and independent environments
Ability to maintain confidentiality and handle sensitive information with discretion
High school diploma required
Background in sales, customer service, or a fast-paced competitive field (sports, academics, or work experience)
A positive, coachable attitude and a hunger to learn and grow

Nice To Haves

Military member, Veteran, or family member of someone who has served

Responsibilities

Engage with potential and existing clients via inbound and outbound phone calls, text, and email with professionalism and empathy
Listen actively to client concerns and build genuine rapport at every touchpoint
Help clients understand how Berry Law can support them — delivering clarity, reassurance, and trust throughout their journey
Maintain accurate records and client notes in the CRM to ensure continuity and a seamless experience
Collaborate closely with teammates to elevate the client journey and deliver "white-glove" service
Consistently meet or exceed team goals related to service quality, responsiveness, and conversions
Route calls appropriately to the correct team members or departments
Execute systematic follow-up communications (calls, emails, texts) with clients who have outstanding balances
Accept payments via debit/credit card and establish eCheck payment plans when clients are unable to pay in full
Use empathy and assertiveness to resolve outstanding accounts while preserving the client relationship
Document all AR-related client interactions accurately in the case management system
Manage AR items by updating statuses, completing activity checkboxes, and creating follow-up tasks
Apply sound judgment to identify when to escalate disputes or payment issues versus resolve independently