Client Service Specialist


For this position, please call 866-935-1757 and follow the instructions outlined. We look forward to hearing from you!

About this position:

Individuals on this team speak with potential clients about their potential personal injury claim such as motor vehicle accidents or defective products. Team members are thoroughly trained and provided with the resources and tools to evaluate the claim and generate necessary documents. You will be learning and maintaining a thorough knowledge of the law firm’s services to inform clients on how our firm can help meet their current and future needs. We are looking for people who want more than just a job – who want to make a difference in the communities where we live and work. An authentic passion for helping others and an infectious “can-do attitude” is a must! Our law firm has a positive core culture and a commitment to excellence by Doing Good By Doing Right.

Key Responsibilities Include:

  • Manage high volume of inbound and outbound calls in a timely manner.
  • Provide a 5-star experience for our clients through professionalism, clear and consistent communication, confidence and empathy.
  • Provide outstanding customer service, by following and fully supporting the Chaffin Luhana LLP Service Standards while achieving departmental service goals and expectations.
  • Collaborate effectively and efficiently with other team members and departments as necessary for client inquiry/problem resolution.
  • Communicate clearly, effectively, consistently and confidently with potential clients to address their needs and build strong client relationships.
  • Ability to consistently apply superior decision-making techniques pertaining to inquiries from prospective clients.
  • Be energetic and multi-task while showing the client empathy on the call and helping address their concerns regarding next steps in the legal process.
  • Be team-oriented and goal driven, be coachable, flexible and accountable.
  • Growth mindset (everyone on our team is present, engaged, never complacent and eager to grow individually and as a team—the only way we know is up!).

Our requirements are straightforward. To qualify you must:

  • Be confident in your computer and telephone skills and exhibit an infectious whatever it takes solutions-focused attitude
  • Have excellent listening, verbal, written, and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up with issues over the phone text, and via email; with the ability to read, write, speak, and understand English well
  • Have strong multi-tasking skills, and be able to navigate multiple systems
  • Have the ability to pivot quickly when necessary and re-prioritize tasks accordingly
  • Be able to accurately input data and documentation with great attention to detail
  • Have the ability to maintain and manage personal composure when confronted with a difficult situation and/or client, with the ability to provide clients with information, options, and solutions, as well as gain their trust and respect with all levels of staff and management
  • Have the ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the law firm’s policies, procedures, products, and services
  • Demonstrate the ability to quickly focus on key issues and make decisions under pressure of time constraints
  • Be flexible with and accepting change in a fast-paced environment
  • Have unquestionable integrity in handling sensitive and confidential information required

Past Experience Desired (but not required):

  • Customer service experience

Perks – A few benefits you’re sure to enjoy:

  • Salary based on prior experience and incentive bonus based on KPIs
  • 401(k) with very attractive firm matching
  • Health and dental insurance—we cover most (if not all) of the premiums (for typical team member) and we kick in up to $750 in an HRA
  • Flexible Spending Account—transit and healthcare
  • Paid Time Off (PTO) for pure fun and recharging, 9 yearly holidays paid so you can enjoy your friends and family and separate sick/bereavement days for those unfortunate times you need it
  • We strive to close the entire firm between Christmas & New Year’s every year so the entire team can recharge their batteries with family and start the year fresh!
  • Bonusly awards—peer-to-peer recognition app—think Facebook for the team with cool .gifs (and rewards funded by the firm)!
  • Free annual dollars for continuing education and twice monthly Coaching Wednesdays with Senior Management!
  • A strong company culture with cool rewards, annual firm retreat and a spectacular holiday dinner!
  • Philanthropy— our motto is Doing Good by Doing Right in our practice and in our communities – you’ll be working for meaningful causes inside and outside of the firm!
  • Team members nominate their own charities for the CL Foundation to support during the holidays—putting their own mark on our Doing Good by Doing Right motto!