Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 2 days ago

Client Experience Representative (REMOTE)

The Ward Law Group, PL30 open roles

Where
Managua, MN, Nicaragua, Remote
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowClient Experience Representative (REMOTE)The Ward Law Group, PL · Managua, MN, Nicaragua, Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on The Ward Law Group, PL's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.9% of postings close within 7 days. Measured by our own scanner across the market. The Ward Law Group, PL postings stay open a median of 18 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.9%7 days
  4. 22.4%14 days
  5. 38.1%30 days
  6. 59.0%60 days
This job: posted 2 days ago

The Ward Law Group, PL median: 18 days open

The posting

Company Description

Join an Award-Winning Personal Injury Law Firm

At The Ward Law Group, our mission is simple:

Changing Lives. One Client at a Time

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

Our Core Values

Faith – We act with integrity, honesty, and purpose in everything we do.

Accountability – We take ownership of our work, our commitments, and the results we deliver.

Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.

Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.

Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.

Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.

Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.

Job Description

The Client Experience Representative (CER) plays a key role in delivering a proactive, empathetic, and consistent client experience throughout the legal case journey. The CER serves as a central point of contact for client inquiries, provides timely case information within approved guidelines, resolves concerns whenever possible during the first interaction, and coordinates with case teams to ensure appropriate follow-up and escalation. This role supports client satisfaction while allowing production departments to focus on advancing cases.

This is a Virtual Assistant position as an independent contractor. Paid time off and healthcare benefits are not provided.

Full-time availability is required for a 40-hour workweek with two days off. Depending on business needs, one weekend day may be included in your schedule.

Preferred Schedule Time: Monday - Friday 9:00 AM EST - 5:30 PM EST

Responsibilities

  • Professionally and warmly assist clients through inbound and outbound calls and other approved communication channels.
  • Conduct welcome, courtesy, and proactive follow-up calls based on case stage, client needs, and established contact timelines.
  • Provide accurate case-status information, process explanations, and answers to frequently asked questions using approved department SOPs, training materials, and authorized case information.
  • Work toward First Contact Resolution (FCR) by addressing inquiries and concerns during the initial interaction whenever the matter is within CER authority.
  • Listen empathetically, identify client dissatisfaction, apply de-escalation techniques, and follow established protocols for urgent matters, repeat contacts, and escalations.
  • Coordinate with assigned case owners, specialists, POD leaders, and managers when a question requires legal judgment, a case decision, or department-specific action.
  • Accurately document client interactions, requested updates, follow-up commitments, and escalations in Litify and other approved systems.
  • Follow up on open client concerns and assigned tasks to help ensure timely responses and clear communication.
  • Assist with client-experience workflows, including low-sentiment calls, voicemail follow-up, and courtesy-call outreach as assigned.
  • Protect client confidentiality, maintain professional communication, and avoid providing unauthorized legal advice or making commitments outside approved procedures.
  • Participate in Train the Trainer sessions, department discovery training, coaching, and ongoing updates to firm processes and case-stage workflows.
  • Collaborate with team members and leadership to identify recurring client concerns, opportunities to improve communication, and process improvements.

Qualifications

Qualifications

  • Professional fluency in both English and Spanish, including strong written and verbal communication skills, is required for this role.
  • Availability to work at least 30 hours per week
  • Prior law firm or legal industry experience is preferred but not required.
  • Previous customer service experience required; call center, client relations, or administrative experience preferred.
  • Strong communication, active listening, empathy, organization, and problem-solving skills.
  • Ability to manage multiple client requests, document information accurately, and follow established escalation procedures.
  • Comfort using case-management systems and learning new technology and department workflows.
  • Virtual assistant roles supporting U.S. businesses
  • CRM or case management systems (Litify, Filevine, SmartAdvocate, Clio, etc.)

Additional Information

Contractor Terms

  • This is an independent contractor engagement, not employment.
  • No paid time off, healthcare, retirement, or other employee benefits are provided.
  • You will supply your own equipment, software, internet connection, and workspace.

The Ward Law Group does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against The Ward Law Group, PL's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on The Ward Law Group, PL's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    The Ward Law Group, PL's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.