Call Center Representative (Inbound)

Dudley DeBosier Injury Lawyers is a growing law firm with offices throughout Louisiana. We are seeking a motivated and customer-oriented individual to join our law firm as a Call Center Representative. As an Inbound Call Center Representative, you will play a crucial role in providing exceptional customer service and support to clients who reach out to our firm via phone calls.

Job Summary: Your primary responsibility will be to handle incoming calls, address client inquiries, and provide accurate information related to legal services. This position offers an exciting opportunity to work in a fast-paced environment while contributing to the success of our reputable law firm. You are the first point of contact for all perspective clients to ensure each call that comes to the firm is handled with the first-class customer service our brand demands and our clients deserve.

Essential Responsibilities:

• Answer incoming calls promptly and professionally, providing a warm and friendly greeting to clients and potential clients
• Listen attentively to clients' inquiries, concerns, and requests, demonstrating empathy and patience.
• Identify clients' legal needs and direct them to the appropriate legal professionals within the firm.
• Provide accurate and detailed information about legal services, such as case types, consultations, fees, and appointment scheduling.
• Conduct client intake by gathering essential information, including contact details, case background, and any relevant documentation.
• Manage a high volume of calls efficiently, ensuring minimal wait times and maintaining a high level of service quality.
• Follow standard operating procedures and call scripts to ensure consistent and accurate information is provided to clients.
• Utilize the firm's software to document client interactions, update records, and manage follow-up tasks.
• Collaborate effectively with attorneys, paralegals, and other team members to address client needs and resolve inquiries promptly.
• Escalate complex or sensitive client issues to supervisors or appropriate personnel, as necessary.
• Strive to meet or exceed key performance indicators (KPIs), such as call handling time, customer satisfaction, and first-call resolution rate.
• Adhere to strict confidentiality and data protection policies to ensure the security of client information.
• Handle challenging or irate clients with professionalism, patience, and the ability to diffuse tense situations effectively.

Key Job Requirements:

• High School diploma or equivalent.
• Proficiency in Microsoft Office products including Word and Excel.
• Previous customer service or phone experience with high call volume is a plus.
• Case Management Software experience preferred
• Able to work well in team environments.
• Exceptional organizational skills and the ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong active listening skills and the ability to demonstrate empathy and understanding towards clients.
• Outstanding customer service and interpersonal skills, with a friendly and professional telephone manner.

Benefits

Our benefits are unmatched in the industry, we offer competitive wages above the national standard and a full suite of offerings including:

• 4 Weeks of Paid Time Off (PTO)
• Paid Medical Leave
• 401K participation with company match
• Medical Benefits (Health, Dental, Vision)
• Group and Optional Life insurance