Guest Experience Specialist

The Ward Law Group, voted best places to work for the past two years is where your work really matters! Where serving the community and genuinely driving results have made us a leader in personal injury. We offer an innovated and fast paced ever evolving environment that allows you to earn as you grow. We empower our employees to make the best decision to impact our clients through collaborative team efforts.  We are a nontraditional, highly accountable, yet vibrant group of professionals. Get ready to experience a comfortable atmosphere as our onboarding process allows for a soft place to land.”

Our core values are service to our clients, service to our teammates, and service to the community. Along with faith, accountability, leadership, and loyalty.

Job Location: On-Site in Miami Lakes, Florida

Compensation: Starting at $17 per hour; open to negotiation - depending on experience

Working schedule: Shifts between 8AM - 6PM


Job Description: As a Client Experience Representative at The Ward Law Group, you will thrive in a fast-paced and growing work environment. You will be responsible for creating the best experience for our clients, teams, and communities. Focused on delivering quality customer service, this role allows you to apply your customer service expertise while also learning and developing new skills in your professional journey.

 If you excel at building strong relationships and creating impactful client experiences and are passionate about delivering outstanding customer service that positively affects your community, then this is the perfect job for you. Join us and be a game changer in the client experience industry worldwide. We seek positive, goal-oriented individuals who are ready to make a difference. 

Key Responsibilities

• Analyze the office calendar and create a Daily Log of Visitors to aid in providing excellent customer service. 
• Warmly greet clients and vendors that visit the office, ensuring they are comfortable, listened to, and assisted. 
• Offer clients and vendors a comfortable environment by providing them with our drink menu or access to the massage chair. 
• Log client/vendor interactions into the online management system for unscheduled visits, keeping case managers informed. 
• Provide toys to children accompanying clients, based on their gender, and restock the toy bins as needed, informing the Client Support Manager if supplies run low. 
• Identify and assess customers’ needs to achieve satisfaction. 
• Conduct client exit interviews to collect valuable feedback on how the firm can improve.  
• Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution. 
• Follow communication procedures, guidelines, and policies to maintain a high standard of customer service. 
• Input checks and returned mail into our Case Management Software. 
• Receive deliveries by courier or messenger and notify the appropriate staff for pick-up. 
• Ensure mail correspondence is delivered to the appropriate office staff. 
• Assist office staff with clerical duties, including faxing, copying, booking conference rooms, and organizing/maintaining files, as needed. 
• Ensure the main lobby area and conference rooms are tidy. 
• Ensure the coffee areas around the office are kept clean. 
• Restock the main lobby's coffee and drink area and ensure sufficient materials for restocking. 
• Prepare and serve Cuban and American coffee for office staff, clients, and vendors to ensure a welcoming and professional environment. 
• Descale the coffee machines located at the reception every three months. 
• Maintain a tidy and organized appearance. 
• When working in the front desk wear appropriate professional attire, including a blazer and ensure hair is neatly groomed to present a polished image 
• Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person. 

• Hospitality experience preferred but not required.
• Must be fluent in English and Spanish. 
• Must consistently be on time and reliable. 
• Must present a polished, professional appearance and demeanor. 
• Must be outgoing, friendly, and enjoy making clients feel welcome. 
• Must work well in a team environment. 
• Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees. 
• Must have proficiency in using computers and relevant software. 
• Must be able to prioritize tasks effectively. 
• Must possess strong multitasking and time-management skills. 
• Must have strong phone contact handling skills and active listening abilities. 
• Must have a passion for delivering exceptional customer service. 
• Must have the ability to handle customer complaints and provide appropriate solutions. 
• Must be organized and able to maintain a tidy workspace. 
• Must be able to adapt to a fast-paced and changing work environment. 
• Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.  

We value your wellbeing and offer opportunities for professional development to help you grow your career. Our comprehensive package includes health benefits; pretax health care and dependent care saving accounts; life insurance; paid time off and holidays; and a 5% match on your 401K contributions to insure your overall satisfaction and security as part of our team. Additionally, we provide confidential counseling services, mental health support, and financial guidance. Come make a difference for our clients!

All your information will be kept confidential according to EEO guidelines.