Rebeca

Address customer questions and concerns via phone, email, chat, or social media with professionalism and empathy.

Problem Resolution: Identify and resolve customer issues by troubleshooting, providing appropriate solutions, or escalating to higher-level support when necessary.

Product Knowledge: Maintain a thorough understanding of our products and services to provide accurate information and assistance.

Documentation: Record customer interactions and transactions in our CRM system, ensuring all details are accurately logged for future reference.

Team Management:

Supervise and lead a team of call center agents, providing guidance, support, and motivation to ensure high performance and job satisfaction.

Conduct regular one-on-one meetings and performance reviews with team members to discuss performance, provide feedback, and set goals.

Training and Development:

Facilitate training programs for new hires and ongoing training for existing staff to enhance their skills and knowledge.

Process Improvement:

Identify and recommend improvements to processes and procedures to enhance operational efficiency and effectiveness.

Lead Generation and Outreach:

Contact potential clients or leads via phone, email, or other communication channels to schedule appointments.

Use scripts or guidelines to ensure

Appointment Scheduling:

Coordinate with clients and internal teams to find mutually convenient times for meetings or calls.

Manage and update appointment calendars, ensuring accurate scheduling and avoiding conflicts.

Initial Client Contact:

Respond to inquiries from potential clients via phone, email, or in-person, providing information about the legal services offered.

Information Gathering:

Collect and document detailed information from clients, including personal details, case facts, and relevant documentation.

Prepare comprehensive intake forms and ensure all required information is accurately recorded.

Client Assessment:

Assess the potential viability of cases based on the information provided by the clients.

Evaluate the client's situation and determine if their case falls within the firm’s practice areas and expertise.