Customer Service Representative

Client Services Representative ( Philadelphia, PA or Haddonfield, NJ)

Employment Type: Full-Time

About Pond Lehocky Giordano

Pond Lehocky Giordano is one of the nation's leading law firms representing injured and disabled individuals. We are committed to providing exceptional legal representation and client service while helping our clients navigate challenging periods in their lives.

We are seeking a Client Services Representative to join our team in Philadelphia or Haddonfield. This individual will serve as an important point of contact for clients, helping ensure their questions are addressed, their information is accurately documented, and they receive consistent, professional communication throughout their experience with the firm.

The Role:

The Client Services Representative will support the client experience by handling inquiries, providing updates, coordinating communication, and working closely with attorneys and internal teams to ensure client needs are addressed promptly. The ideal candidate is organized, empathetic, detail-oriented, and comfortable managing a high volume of calls and client interactions in a fast-paced legal environment.

Key Responsibilities

• Serve as a primary point of contact for clients, responding to questions and directing inquiries to the appropriate team members.
• Communicate professionally with clients by phone, email, and other communication channels.
• Provide general case-status updates within the scope of the role and ensure client inquiries are routed appropriately.
• Document client interactions, update case information, and maintain accurate records in the firm's case management system.
• Coordinate with attorneys, paralegals, case status managers, and other internal departments to address client concerns and outstanding requests.
• Follow up with clients and internal teams to ensure questions and requests are handled in a timely manner.
• Identify urgent or sensitive client concerns and escalate them to the appropriate team members.
• Maintain confidentiality when handling sensitive client and case information.
• Help ensure clients receive a consistent, professional, and compassionate experience throughout their interactions with the firm.
• Assist with administrative tasks and other client service responsibilities as needed.

Qualifications

• Previous experience in customer service, client relations, call center operations, or administrative support.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and handle a high volume of client interactions.
• Professional, patient, and empathetic approach to client communication.
• Ability to work collaboratively across departments while also managing responsibilities independently.
• Comfort using Microsoft Office and learning case management or customer relationship management systems.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.

Preferred Qualifications

• Experience in a law firm, legal services, healthcare, insurance, or another client-facing professional environment.
• Familiarity with legal terminology or case management systems.
• Experience managing escalated customer concerns or supporting clients through complex processes.
• Spanish-English bilingual skills are a plus.

What We’re Looking For

We are looking for someone who takes pride in helping people, communicates clearly, and follows through on commitments. The successful candidate will understand the importance of timely responses, accurate documentation, and treating every client with professionalism and compassion.

Pond Lehocky Giordano is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.