[Hiring] Client Experience Representative II @Job Duck

Role Description

We are seeking a bilingual Client Experience Representative who thrives in a fast-paced, client-facing environment and takes pride in delivering exceptional first impressions. In this role, you will serve as the first point of contact for prospective clients, managing conversations with confidence while creating a welcoming and professional experience. You will play a key role in screening inquiries, gathering critical information, and guiding clients through the intake process with clarity and care. Your ability to actively listen, adapt quickly, and build rapport will directly contribute to identifying qualified leads and supporting a seamless onboarding journey. If you are proactive, organized, and genuinely enjoy helping others, you will find this role both rewarding and impactful.

• Monthly Compensation Range: from $1,142 to $1,220 USD.

Responsibilities include, but are not limited to:

• Handle approximately 5 calls per hour while delivering quality client interactions.
• Assist with administrative tasks and provide support to the front-of-house team as needed.
• Review and assess online submissions from platforms such as Justia or Intaker to determine case viability.
• Conduct initial screening of prospective clients to identify case type and determine eligibility.
• Gather necessary information for initial consultations and create client records in HubSpot.
• Perform email outreach to prospective clients who submit inquiries through the website.
• Send declination emails and provide referrals to disqualified prospective clients when appropriate.
• Retrieve and upload property-related documents using TitlePro247 to prepare for consultations.
• Schedule consultations using calendar tools such as Calendly or internal scheduling systems.
• Maintain accurate CRM records, including detailed client account creation and updates in HubSpot.
• Respond to general inquiries about the firm and intake process, and transfer calls to appropriate team members when needed.
• Answer and manage a high volume of incoming calls while maintaining a professional and friendly tone.
• Collect and document contact information for qualified leads and refer them to the intake team for further evaluation.
• Disqualify callers whose cases are not handled by the firm while maintaining a positive experience.
• Support consultation preparation for internal stakeholders by ensuring all required documentation is available.

Requirements

• Schedule: Monday through Friday, 8:00 AM to 5:00 PM PST.
• Language Requirement: Excellent written and verbal English communication skills.
• Experience Requirements:
  • Prior Intake Specialist or Receptionist experience.
  • Experience handling inbound client inquiries.
  • Experience in qualifying or onboarding clients.
  • Legal industry experience is a plus, but not required.
• Technical Requirements:
  • Reliable computer.
  • Stable high-speed internet connection.
  • Quiet and professional work environment.
  • Quality headset for phone communication.
• Tools and Systems:
  • HubSpot CRM.
  • Calendly or calendar scheduling tools.
  • TitlePro247.
  • Website intake platforms such as Justia or Intaker.

Required Skills

• Minimum of 1 year of experience in a client-facing role, such as customer service, receptionist, intake specialist, or sales.
• Strong verbal communication and phone presence.
• Active listening and conversation management skills.
• Ability to build rapport quickly and maintain professionalism.
• Strong problem-solving and critical thinking abilities.
• High level of empathy and patience when assisting clients.
• Ability to manage high call volume efficiently.
• Strong organizational and time management skills.
• Detail-oriented with accurate data entry skills.
• Ability to multitask and prioritize effectively.
• Proactive and adaptable in a dynamic work environment.

Work Shift

• 8:00 AM - 5:00 PM [PST][PDT] (United States of America).

Languages

• English, Spanish.

Application Process

Ready to dive in? Apply now and make sure to follow all the instructions! Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process. Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.