Client Care Representative

Job Summary:

The Client Care Representative plays a vital role in supporting Lexicon’s commitment to exceptional client service within the Client Care team. Under the guidance of the Client Care Supervisor, this position is responsible for facilitating effective communication between clients and attorneys, identifying client needs, and resolving issues. The ideal candidate excels in a fast-paced environment, demonstrates empathy and professionalism, and is dedicated to maintaining high standards of client satisfaction.

Responsibilities:

• Work closely with the attorneys of Cordell & Cordell in determining how best to serve our clients. 
• Research client needs by reviewing case management software, discussing the case with assigned attorney and reviewing documents where necessary.  
• Gather, organize and enter client data into legal software. 
• Perform surveying of clients during milestones of our legal service. Proactively call clients to rate their satisfaction. 
• Apply best judgment and knowledge in answering inquiries from clients regarding our legal services. 
• Use sound judgment to determine proper courses of action for clients in legal matters when asking for refunds, credits or escalation to senior attorneys. 
• Use discretion in determining appropriate concessions for client credits. 
• Make recommendations to the Managing Partner and senior attorneys for the proper course of action needed to satisfy clients. 
• Track all client interactions and issues in case management software.  
• Handle sensitive client data with utmost discretion, care and accuracy. 

Minimum Requirements:

• High school diploma or equivalent.
• 2+ years in a social services role, customer service, legal or other service-based industry.
• Work location: In-office for initial training, expect up to the first 6 months to be in-office.  This role can become remote with necessary equipment provided, but will require some days in the office for meetings or training.  Working in-office full-time is also acceptable if preferred.
• Work Hours: Full-time, Monday through Friday.  Specific hours may vary, but no later than 5:30pm CT is expected.

Other Requirements:

• Strong written and verbal communication skills.
• Excellent organization skills.
• Ability to manage multiple tasks and projects simultaneously.
• Experience with a CRM (SalesForce) or SmartAdvocate is a plus
• Experience with SharePoint and all MS products is preferred
• Prior legal knowledge preferred.

Core Values:

• Customer Service: Employees are committed to prioritize and exceed the expectations of current and future clients. Employees know and anticipate the needs of internal and external customers and act accordingly – providing high priority to customer satisfaction.

• Collaboration: Emphasis is placed on working together seamlessly and leveraging the collective strengths of individuals within the organization. Employees promote communication, teamwork, and the sharing of ideas to achieve common goals and objectives.

• Responsiveness: Responsiveness measures our ability to react quickly and effectively to changes, demands, or challenges. A responsive Employee fulfills all obligations effectively and timely to our current and future clients, while maintaining effectiveness and staying aware of evolving business needs or circumstances.

• Culturally Positive: The “Courage to Ask Why” reflects our culture that encourages curiosity, understanding, critical thinking, and challenging the status quo. Employees professionally question existing processes, seek new viewpoints, and explore customer-focused solutions. Employees embrace and promote the values and beliefs of the organization and demonstrate respect for their colleagues, our clients, and the broader community. Employees create a culture that encourages “asking why” through professional curiosity, understanding, critical thinking, and challenging the status quo.

• Accountability: True accountability thrives in partnership. We build trust through open communication, transparency, and shared problem-solving—recognizing that success is collective, not individual. By sharing information, reporting progress, and inviting feedback at every level, we create a culture where everyone feels informed, empowered, and connected to the goals we’re striving toward together.