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A DAY IN THE LIFE: CLIENT CARE SPECIALIST

As a First Legal client, you’ve probably encountered our friendly and helpful Client Care department. When you call or send an email, you are likely to be connected with a Client Care Specialist, eager to help answer your query or request. With so many clients reaching out, we rely on our Client Care Specialists to be extremely knowledgeable and extensively cross-trained. In fact, it’s such an integral part of who we are, that we think you’d greatly benefit from a close insiders look at how this department operates!

To give you an idea of a day in the life of a Client Care Specialist, we’ve spent some time speaking with Humberto Ramirez, also known around the office as Beto. Every day in the CCD is different, but Beto primarily assists with questions or concerns related to billing and invoicing. At other times, you may find him streamlining account changes or facilitating First Connect onboarding.

The most important thing to know about the CCD is that the department is built on trust. No matter the situation, our client specialists will do their best to resolve the issue. When we asked him to recall a client interaction, Beto shared a recent experience that exemplifies the spirit of the department:

“I connected with an attorney who was a bit uncomfortable with technology. His assistant was out of the office, so he called in to request assistance with eFiling. He needed to eFile directly to the court by the end of the day. He wanted to do it in the most cost-effective way possible, which meant it needed to be uploaded directly via our web portal. I was able to expedite his login/eFiling portal access, and then I walked him through each step in the process. We eFiled his document in record time and he was very appreciative. The fact that we can turn a negative and time sensitive situation like this into a positive experience is a great feeling for me!”

Client Care Manager Heather Reff had this to share about Beto’s work:

“At times, clients may need assistance with our website. We had a client who was unable to log into their account and sent us a request for assistance. Beto called the client and provided them with an updated password. He then assisted them through the entire process of placing an order online. That client sent us feedback about how seamless the process was once Beto had assisted her. She wasn’t expecting us to help her through the whole thing, but Beto offered to stay on the phone with her until she completed the order to ensure there were no further issues. She appreciated his professionalism and patience and was very happy with the service he provided.”

Circumstances like the one that Heather recounted are just part of life for Client Care Specialists like Beto. Each specialist works with our five divisions to complete client requests. In some cases, like last week when a client requested a quick signature from a judge, we may have to come up with out-of-the box solutions. In this case, a Client Care Specialist reached out to our Court & Process team to see what we could do. We dispatched messengers to check up on the status of the signature. By the end of the day, we were able to get the document back to her! We know that urgent requests are a part of everyday life in the legal field, so we do everything we can to achieve results quickly.

We believe that every client deserves personalized and skilled support. The Client Care department has full access to your account, allowing them to quickly resolve open issues. If you have an inquiry, don’t hesitate to reach out to our team.

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