At Heard and Smith, LLP, we are driven by compassion, humility, and an unwavering commitment to securing financial assistance for our clients. With over 30 years of experience supporting individuals with disabilities, we have established a strong and trustworthy reputation. If you are passionate about providing meaningful help to those in need, we invite you to join our dedicated team! Each day in this role presents you with a chance to make a real difference in someone’s life.

• Dynamic and professional workplace;
• Rewarding and challenging responsibilities;
• Collaborative team culture;
• Paid Holidays and Accrued Paid Time Off;
• Comprehensive Medical Benefits Package;
• Wellness Program;
• Competitive pay range of $14.50-$16.50 per hour, with potential performance-based increases up to an additional $2/hour within your first 180 days;
• 401k plan with annual employer profit-sharing contributions (typically 5% of your annual salary – no employee contributions required!).

In the role of Client Service Specialist within our Legal Assistant Department, you will cultivate lasting relationships and assist clients through the claims process using our computer and telephone systems in a call center setting.

Full Time schedule, Monday through Friday – with no nights or weekends! Applicants must reside in Texas.

As a Client Service Specialist, your responsibilities will include:

• Handling approximately 50-75 calls each day in a professional call center atmosphere;
• Establishing strong client relationships and building trust with every interaction, including proactive outreach to maintain engagement;
• Prioritizing client retention while delivering exceptional customer service;
• Aiming for a quality score of 90% or higher on calls;
• Familiarizing yourself with SSA (Social Security Administration) policies and our firm’s protocols;
• Resolving client issues and maintaining confidentiality;
• Keeping accurate records and detailed documentation of client interactions, concerns, and inquiries in a paperless database system;
• Addressing client concerns proactively, including managing communications with upset clients;
• Using sound judgment to identify urgent matters that require immediate attention from management or directors.

To thrive as a Legal Assistant/Client Service Specialist, you will need:

• A High School Diploma; a degree is preferred but not required; or a relevant combination of experience;
• Experience in customer service;
• Call center experience is beneficial;
• Proficient typing speed of at least 40 WPM;
• A capability to meet performance expectations whether working from the office or remotely;
• Proficiency in computer technology and the Internet (MS Office Outlook) with a willingness to learn new applications;
• Strong multitasking abilities and the capability to perform well under pressure;
• Self-discipline and strong interpersonal skills;
• An acute attention to detail and accuracy;
• Outstanding communication, telephone, and active listening capabilities;
• Excellent spelling and grammar;
• Dependability and reliability;
• The ability to thrive in a fast-paced environment;
• A commitment to maintaining client confidentiality at all times;
• Strong problem-solving skills and analytical mindset;
• A professional demeanor with high energy and a positive attitude;
• Effective time management and organizational skills;
• Self-motivation with minimal supervision;
• An openness to new ideas and challenges with a high level of motivation;
• Collaboration skills to work effectively within a team;
• Experience working from home is a plus (see remote requirements);
• Background in Social Security Disability Law or related fields is highly preferred, especially for former DDS, ODAR, or SSA employees;
• Previous experience as a Legal Assistant, Legal Secretary, Paralegal, or in a similar legal capacity is preferred;
• Remote working experience is advantageous;
• Fluency in Spanish is a plus.

Minimum Requirements for a Remote Home Office Client Service Specialist:

• A computer with a recent operating system (Windows 11; no Chromebooks, Macs, Tablets, or iPads);
• RAM of 4GB (8GB preferred) / Hard Drive with at least 128GB;
• Installed antivirus protection;
• A camera, whether internal or external;
• High-speed internet connection with a minimum of 50MBPS download and 10MBPS upload;
• A wired Ethernet cable for your home office internet connection;
• A landline telephone or a reliable cell phone signal;
• A quiet, private home office space free from distractions during working hours;
• Must reside in Texas.

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