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Client Experience Specialist

Longwood, Florida, United States

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 3,000 employees are all united by one mission: For the People.

Summary

The Client Experience Department is seeking to interview candidates for a Client Experience Specialist Role.

The Client Experience Department handles complaint calls, emails, and survey responses by answering questions, finding solutions to issues, addressing concerns or complaints and providing important information to clients. They use creative, out of the box thinking to ensure every client is satisfied with their experience with Morgan & Morgan.

The Client Experience Department is open Monday - Friday from 8:00am - 8:00pm EST. Our ideal candidate will be able to work anytime during those business hours. Shifts are awarded based on seniority and are not available when starting. 

Responsibilities

  • Above all else, provide a best-in-class client service experience over the phone and other communication channels.
  • Analyze client concerns and provide solutions in a timely and efficient manner.
  • Provide one-call resolution when possible, and resolve client inquiries/concerns with limited escalation to supervisors or ensure appropriate handling and resolution for the client.
  • Work efficiently and effectively, both as a team and independently.
  • Develop and maintain positive client relations and coordinate with other departments within the company to ensure requests and questions are handled appropriately and in a timely manner. 
  • Employ strong interpersonal skills to handle difficult calls courteously and professionally, both written and verbal.

Qualification

  • Minimum 6 months of employment at Morgan & Morgan. 
  • Ability to remain professional, empathetic, polite, flexible, confident, tactful, and patient when faced with complex problems and escalated client interactions.
  • Strong critical thinking, multi-tasking, and problem-solving abilities.
  • Ability to work independently and adapt within a fast-paced/multitasking environment, and prioritize directives and/or changes accordingly.
  • Excellent interpersonal communication skills, both verbal and written.

Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.  For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan,  paid time off and paid holidays.

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Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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