Description
Position at Jacoby & Meyers
Want to LOVE where you work and get full training to do it?
Jacoby & Meyers is the nation's pre-eminent law firm protecting consumers since 1972. We are currently seeking a smart and determined Client Advocate to join our growing team. At Jacoby & Meyers, every single employee gets to make an impact. Our values guide the way we work with each other. It's a culture where you have the freedom to experiment and push your talents as far as they can go.
Job Title: Client Advocate
Type of Position: Full Time
Hours: M-F - Flexible Hours
Location: Remote
Pay Range: $25.00/hour - $35.00/hour
Reports To: Operations Department Head
Summary: This position will serve as the Client Advocate for both Jacoby & Meyers and Larry H. Parker. The ideal candidate will have comprehensive knowledge of all stages of personal injury cases and a strong ability to listen and de-escalate volatile situations. This role involves effective communication with emotionally labile individuals, coordination with other departments, and acting with confidence to effectively resolve current client issues and identify potential new ones. In addition, the position entails helping to improve our social media ratings and reviews with a quick response time.
Key Responsibilities:
- Client Interaction and Communication:
- Listen actively to clients' concerns, provide reassurance, and offer solutions to address their needs.
- De-escalate volatile situations with empathy and professionalism.
- Able to provide clients with clear and comprehensive explanations of each stage of their case and what they entail in relevant situations.
- Liaise with other departments (Case Management, Demands, Liens, etc) as necessary to collectively resolve client issues promptly.
- Act with management's authority to make decisions that positively impact client satisfaction and case outcomes.
- Reporting and Continuous Improvement:
- Maintain detailed records of client interactions, issues, and resolutions to identify and forecast potential problems.
- Provide regular reports to management on client feedback, identified pain points, and proposed solutions.
- Participate in continuous improvement initiatives to enhance the overall client experience.
- Social Media and Reputation Management:
- Monitor and respond to social media inquiries and reviews in a timely and professional manner.
- Identify pain points from client feedback and reviews and collaborate with relevant departments to address and resolve these issues.
- Develop strategies to improve social media ratings and reviews by enhancing client experience and satisfaction.
Qualifications:
- 2 years of personal injury experience and a thorough knowledge of the personal injury law case progression is required.
- 4+ years of extensive customer service experience required
- Excellent listening skills and the ability to de-escalate volatile situations.
- Strong communication skills, both verbal and written, with the ability to interact with emotionally labile individuals.
- Proven ability to communicate and collaborate effectively with other departments.
- Experience in social media management and reputation improvement strategies preferred.
- High level of empathy, patience, and professionalism.
- Strong problem identification and problem-solving skills
- Spanish Speaker
Education: Bachelor's Degree Preferred
Computer Skills:
To perform this job successfully, an individual should have knowledge of Internet software, Spreadsheet software and Word Processing software.
What We Offer:
- Medical, Dental, Vision and Pet Insurance
- Company-paid Life Insurance and AD&D Coverage, Voluntary Life Insurance
- Short-term and Long-term Disability
- Employee Assistance and Travel Assistance Programs
- Paid Time Off, Paid Sick Time, Paid Holidays
- Health FSA and Dependent Care FSA
- Accident Insurance
- Commuter Transportation Incentive
- Flexible Hours
- Fully-paid parking
- 401(k) with Company Match
- Learning and Development Programs
- Remote Positions
About Jacoby & Meyers:
Jacoby & Meyers was founded in 1972 with the intention of making the legal system more accessible to the average person. Now, more than 50 years later, we continue to help people get the justice and compensation they deserve. Specializing in all types of accident claims, including automobile, motorcycle, bicycle, Uber/Lyft, or trucking accidents, slip and falls, dog bites, construction accidents and other wrongful conduct, the attorneys at Jacoby & Meyers have recovered over a billion dollars for their clients' personal injury and wrongful death claims caused by the negligence of a third party.
REQUIRED: Resume
Jacoby & Meyers is an Equal Opportunity Employer.
