Bilingual (English/Spanish) Client Support Representative

The Ward Law Group, PL•Miami Lakes, FL

2d•Onsite

About The Position

The Client Support Representative plays a critical role in delivering an exceptional client experience by serving as the first point of contact for clients, vendors, and visitors both in person and over the phone. This position is responsible for ensuring professional, responsive, and welcoming interactions while supporting front office operations, call management, client communication, and administrative functions. The Client Support Representative serves as a key resource for clients and internal team members by managing incoming communications, maintaining accurate documentation, coordinating visitor experiences, and ensuring efficient front desk operations. This role requires strong customer service skills, professionalism, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate is client-focused, outgoing, highly organized, and comfortable managing a high volume of calls, visitors, and administrative responsibilities while maintaining exceptional service standards and professionalism.

Requirements

Previous experience in Customer Service, Reception, Front Desk, Client Relations, or Administrative Support preferred
Experience handling high-volume phone communications and client interactions
Strong customer service and interpersonal communication skills
Strong written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Strong organizational skills and attention to detail
Ability to remain professional and composed while handling client concerns
Proficiency with computers, Microsoft Office, and case management software
Reliable attendance, professionalism, and accountability
Fluency in both English and Spanish

Nice To Haves

Experience working within a Plaintiff Personal Injury law firm
Experience using Litify (Salesforce) or other legal case management systems
Experience in a receptionist, client support, or customer service-focused role

Responsibilities

Serve as the first point of contact for clients, vendors, and visitors entering the office
Greet clients and visitors in a professional, welcoming, and courteous manner
Ensure clients feel comfortable, informed, and supported during their visit
Maintain a positive and professional office environment that reflects the firm's service standards
Conduct client feedback and exit interactions as assigned to support continuous service improvement
Maintain accurate visitor logs and document client and vendor interactions within the case management system
Answer, screen, and route incoming calls through a multi-line phone system
Manage a high volume of incoming calls while maintaining professionalism and responsiveness
Provide callers with accurate information and direct inquiries to the appropriate department or team member
Respond to client inquiries and service-related concerns in a timely and professional manner
Assist with resolving client concerns and escalating matters when appropriate
Maintain accurate documentation of phone calls, messages, and client communications within the case management system
Upload and process incoming documents, faxes, returned mail, and other correspondence within the case management system
Receive and distribute deliveries, mail, and packages to the appropriate team members
Assist with administrative and clerical tasks including copying, scanning, filing, faxing, and document organization
Support conference room scheduling and office coordination needs as assigned
Maintain accurate records and ensure administrative tasks are completed in a timely manner
Maintain organization and cleanliness of the reception area, lobby, conference rooms, and common areas
Ensure beverage stations and hospitality areas remain stocked and presentable
Assist with providing refreshments and hospitality services for clients, vendors, and visitors
Monitor office supplies and notify management of restocking needs
Support the overall presentation and professionalism of the office environment