Client Satisfaction Specialist – Bilingual (English/Spanish)


Job Summary

Our Client Satisfaction (CS) Team holds an important role. They ensure a high level of client satisfaction by responding to and resolving client questions or concerns relating to their cases. Our CS Team works in a fast-paced and energetic environment. They have the opportunity to interact with our valued clients every day. They build strong relationships with internal and external clients. If you would like to be part of a hardworking team of professionals who are passionate about helping and resolving a client’s concerns, then this role is perfect for you.

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  • Answer and manage incoming calls, emails, chats, and interactive voice response systems.
  • Ability to memorize, recall, or research answers quickly.
  • Excellent client care and focus; ability to assess client needs and provide the correct answer, path, or method for a positive client experience.
  • Ability to learn and follow all set procedures and policies.
  • Strive to meet and go above personal and team targets, goals, and quotas.
  • Aim for client resolution and return.
  • Record and organize client interactions and profile/account changes.
  • Ability to resolve problems by clarifying the client’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
  • Ability to remain professional and courteous with clients at all times.

Qualifications and Skills:

  • Previous experience in customer support, client services, sales, or a related field.
  • Excellent at communicating over the phone and in person.
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating client profiles/accounts.
  • Ability to tackle multiple client scenarios at once.
  • Excellent time management and prioritization skills.
  • Ability to answer the phone, listen actively, relay information, and type necessary details simultaneously.
  • Client-focused for positive client experience and resolution.
  • Excellent verbal and written communication skills.
  • Bilingual (English/Spanish) required.

Doing a job is undeniably easier when you share a vision and have the support of a great management team; this is one of the many good things about working for RL. Amanda Perez, Pre-Litigation Supervisor