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Client Services Representative

Job Description

As a Client Services Representative, you are the friendly, compassionate voice of Fern Lawyers and the first point of contact for individuals navigating some of life’s most challenging periods. This role is a blend of compassionate client intake and administrative sales support. You will proactively handle new enquiries, qualify legal matters, and ensure a seamless transition to the Legal Services team. Your mission is to uphold our “Help More” values by providing a professional first impression while identifying opportunities to offer comprehensive legal support.

Job Title

  • Client Services Representative

Work Schedule
  • Day Shift
Job Qualifications/Requirements
  • Experience: Previous experience in an outbound call centre, reception, or new business/client intake role is highly desirable.
  • Tech-Confidence: Proficiency with CRM applications (HubSpot experience is a significant advantage) and Practice Management software.
  • Communication: Excellent phone manner with a high degree of empathy and professional clarity.
  • Mindset: Solutions-oriented, calm under pressure, and motivated by helping others.
  • Performance-Driven: Comfortable working toward defined KPIs for responsiveness and lead conversion in a growth-focused environment.
  • Attention to Detail: Meticulous record-keeping and document preparation skills.
Job Responsibilities
  • Client Engagement: Proactively manage inbound enquiries via phone, web, email, and live chat; assess client needs to determine suitability for our services in a compassionate manner.
  • Appointment Management: Schedule solicitor appointments and manage all pre- and post-appointment communications via HubSpot.
  • Administrative Sales Support: Prepare essential onboarding documents including cost agreements, authorities, and attendance sheets.
  • Case Investigation: Investigate policy or case-related details to provide initial support to the solicitor team.
  • Cross-Selling: Identify and act on opportunities to offer additional relevant legal services to prospective clients.
  • Data Integrity: Maintain accurate, organized, and complete records across the CRM to ensure a smooth hand-off to the Legal Services team.
  • Performance Tracking: Work toward KPIs regarding responsiveness and client satisfaction; contribute to reporting and process improvements.

To Apply, please create your profile at app.wrkpod.com for your application as this is part of the new application process, and click this link for the job details: here

All successful applicants will be stationed in our office at DUMAGUETE CITY.

Good luck and God Bless!