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.
Equal Opportunity Statement
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.
E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
Privacy Policy
Here is a link to Morgan & Morgan's privacy policy.
What We Do
John Morgan became a lawyer with a simple mission: To fight for the people, and not the powerful. After experiencing firsthand the perils of choosing the wrong lawyer and representation after his brother Tim was paralyzed, he dedicated his life to helping people so that no one should ever have to go through what his family endured.
Tim was just a teenager when he was working as a lifeguard at Disney World when he suffered a spinal injury that left him confined to a wheelchair for the rest of his life. The Morgans made a life altering decision and they hired the wrong lawyer, who was by no means qualified to take on such a large corporation and their army of lawyers. As a result, Tim never got the compensation he deserved.
This experience left John outraged and determined to level the playing field for all people who, like his brother Tim, were injured or mistreated by big and powerful corporations. John decided to become a lawyer, and the rest is history.
Since 1988, Morgan & Morgan has been fighting for the people. Every client who walks through our doors is treated the same way John wished his family would have been treated all those years ago. No one, no matter who they are, or where they’re from, should ever feel powerless when fighting for the justice and compensation they deserve.
With $20 Billion dollars recovered for our clients, offices across 50 states + Washington D.C. and an army of over 1,000 attorneys - we are everywhere for everyone.
All law firms are not the same. There’s only one Morgan & Morgan.
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