Bilingual (English/Spanish) Client Support Representative

This is a fully on-site position Monday - Friday at our office in Miami Lakes, FL


Role Overview

The Client Support Representative plays a critical role in delivering an exceptional client experience by serving as the first point of contact for clients, vendors, and visitors both in person and over the phone. This position is responsible for ensuring professional, responsive, and welcoming interactions while supporting front office operations, call management, client communication, and administrative functions.

The Client Support Representative serves as a key resource for clients and internal team members by managing incoming communications, maintaining accurate documentation, coordinating visitor experiences, and ensuring efficient front desk operations. This role requires strong customer service skills, professionalism, attention to detail, and the ability to multitask in a fast-paced environment.

The ideal candidate is client-focused, outgoing, highly organized, and comfortable managing a high volume of calls, visitors, and administrative responsibilities while maintaining exceptional service standards and professionalism.

Key Responsibilities

• Client Experience & Front Desk Operations
  • Serve as the first point of contact for clients, vendors, and visitors entering the office
  • Greet clients and visitors in a professional, welcoming, and courteous manner
  • Ensure clients feel comfortable, informed, and supported during their visit
  • Maintain a positive and professional office environment that reflects the firm's service standards
  • Conduct client feedback and exit interactions as assigned to support continuous service improvement
  • Maintain accurate visitor logs and document client and vendor interactions within the case management system
• Call Management & Client Communication
  • Answer, screen, and route incoming calls through a multi-line phone system
  • Manage a high volume of incoming calls while maintaining professionalism and responsiveness
  • Provide callers with accurate information and direct inquiries to the appropriate department or team member
  • Respond to client inquiries and service-related concerns in a timely and professional manner
  • Assist with resolving client concerns and escalating matters when appropriate
  • Maintain accurate documentation of phone calls, messages, and client communications within the case management system
• Administrative Support & Office Coordination
  • Upload and process incoming documents, faxes, returned mail, and other correspondence within the case management system
  • Receive and distribute deliveries, mail, and packages to the appropriate team members
  • Assist with administrative and clerical tasks including copying, scanning, filing, faxing, and document organization
  • Support conference room scheduling and office coordination needs as assigned
  • Maintain accurate records and ensure administrative tasks are completed in a timely manner
• Office Presentation & Hospitality
  • Maintain organization and cleanliness of the reception area, lobby, conference rooms, and common areas
  • Ensure beverage stations and hospitality areas remain stocked and presentable
  • Assist with providing refreshments and hospitality services for clients, vendors, and visitors
  • Monitor office supplies and notify management of restocking needs
  • Support the overall presentation and professionalism of the office environment

Work Environment

• Fast-paced, client-service focused personal injury law firm environment
• Collaborative team setting with strong accountability and communication expectations
• Requires the ability to multitask, prioritize responsibilities, and manage a high volume of calls and visitor interactions
• Front-facing role requiring professionalism, responsiveness, organization, and attention to detail
• Requires consistent interaction with clients, vendors, visitors, and internal team members